Customer Support Executive
Do you want a meaningful role with a company that is making a real difference to every business? Do you want to be involved in one of the most important business operations areas in the world today: e-Invoicing? Then join our energetic and growing team… help us revolutionise an industry.
About the Role
We are currently looking for a Customer Support Executive to help nurture our customers as they adopt e-Invoicing.
The role:
We are looking for an enthusiastic Customer Support Executive who will provide excellent, support for small, medium and large enterprise customers alike. The ideal candidate is a quick learner with a positive, can-do attitude, friendly personality, with strong problem-solving abilities.
Experience with online support forums and communities is a plus!
Responsibilities
- Provide first-class customer support to both enterprise and small business end users.
- Onboard, train and proactively drive product adoption.
- Foster an online community for Link4 customers.
- Determine severity, frequency, possible workarounds. Work with Production/Engineering as needed to assess.
- Document product changes, maintain and improve online product support pages.
- Work with the Product team to identify opportunities to improve Link4’s offering and reduce the number of support questions and issues.
Requirements
- 1 or more years working directly with customers to resolve issues (support, technical account management or similar)
- Comfortable troubleshooting problems with customers over the phone, live chat and via email and a natural curiosity about technology
- Strong communication and collaboration skills, both within the immediate team and with other groups
- Strong attention to detail and a sense of humour
- Familiarity with support-ticketing systems
Preferred Skills
- Familiarity with Support platforms like Zoho Desk, Project Management tools like JIRA or other bug-tracking systems
- Prior experience with startups, or a high level of flexibility and comfort in a loosely-structured environment
- A background in coding, QA, or a similar technical interest is preferred
- Experience serving enterprise-level customers is a plus