Senior Customer Support Consultant at Flare HR

Customer Experience, Sydney sydney support
Description
Posted 11 days ago

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

As a Senior 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 and providing first line of support for employees and employers from query to resolution via phone and email
  • Develop a deep knowledge of our products to effective respond to 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 
  • Participate in 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:

  • 2 to 4 years of support experience
  • 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
  • Motivation to resolve issues from the simple to the complex
  • Proven ability to work in a fast-paced 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

Don’t worry about anything further!  The Why Flare & Our Story are standard. I’ve included it below if you want to have a read:

Why Flare?

Because people work to make a living, Flare aims to create Australia’s first workplace bank: a single next-generation platform for people to manage their career and their money. Our formula is simple: combine best-in-class HR and payroll software that makes career management easy, with advanced financial wellness tools and services.

With hundreds of customers and tens of thousands of employees managed by Flare we are growing fast, but our size is dwarfed by our ambition.

Come join us at one of the country’s hottest startups to help realise our dream of making every workplace in Australia a great place to work, and every employee professionally and financially better off.

Our Story

Founded in 2015, Flare leads a new generation of Australian startups creating ripples within multiple industries. We’re a fast-growing and well funded B2B2C startup, and we’ve firmly established ourselves and embarked upon a solid growth trajectory to become the #1 Australian platform for HR, Payroll, and Employee wellbeing.

Flare delivers intuitive HR, cloud-based software to businesses (B2B), whilst enabling best-in-class solutions to aid financial wellbeing (B2C).  We provide our customers with amazing benefits & rewards, financial education, and real-time financial decision-making support.

It's a win-win-win model for employers, employees and benefit providers.