Customer Support Consultant at Flare HR

Customer Experience, Sydney, New South Wales sydney support
Posted a month ago

We are looking for a talented Customer Support Consultant to join our growing Customer Experience team in our beautiful Sydney offices.

As a Customer Support Consultant you will be working alongside the wider Customer Experience team while demonstrating excellent client command, be a strong team player and become an expert with our Flare product offerings.

If you’re passionate about working within a team that is customer focussed, take pride in problem-solving and sweat the small details, we should talk!

What You’ll Impact Day To Day

  • Maintaining a positive, empathetic and professional attitude toward customers
  • Communicating with customers, listening to their needs and providing first line of support for employees and employers from query to resolution via phone and written channels
  • Develop a deep knowledge of our products to effectively respond, simplify and problem solve customer queries
  • Communicating and coordinating with the Engineering, Product and wider Customer Experience teams to resolve bugs, feature requests and taking ownership of customer issues 
  • Propel our product design workshops as the voice of the customer to ensure the customer is always front of mind in everything we do
  • Seeking efficiencies and providing meaningful support changes to improve the experience of our customers
  • Involvement in product and functionality updates, including communication plans and launches to customers
  • Actively participate in promoting customer retention through proactive identification of leading indicators
  • Provide industry best practice guidance and insights into wider team initiatives

What You Bring To The Table

In addition to being awesome, down to earth, having a great sense of humour, and a strong desire to continually master your craft, you also bring:

  • 1 to 2 years of SaaS support experience preferred
  • Knowledge of customer service best practices for SaaS products
  • You have the technical knowledge to understand log files, ability to troubleshoot bugs and have a basic understanding of SQL & writing queries
  • Keen interest in learning with a growth mindset (we’re launching new products all the time!)
  • Motivation to resolve issues from the simple to the complex
  • Proven ability to work in a fast-paced and dynamic environment and use the best judgement at handling customer queries and providing technical assistance
  • Empathy and consideration for all ideas and suggestions when deriving the best solutions and outcomes for clients

About Flare

Flare is a Sydney-based fintech. We build market-leading onboarding, benefits and employee engagement solutions for the workplace, and financial products designed to help Australians live their best financial lives. Over 2500 companies use Flare’s technology to save time, build culture and improve employee retention for their 650,000 workers. Employees can access these solutions through Flare and most leading HR and payroll platforms, and directly through Slate, an innovative workplace financial services brand that helps Australians plan for a secure future.

*Eligibility to apply: this role is currently open to Australian citizens or Australian Permanent Residents residing in Australia*