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Customer Support Agent
About us:
Making a meaningful difference with mission-critical software that empowers communities to thrive.
ReadyTech is more than just a one-trick pony playing in one market with one product, or one customer. We re-imagine, design, develop and deliver technology to solve our customer's diverse problems – supporting multiple businesses across a variety of markets to be ready for anything.
We're an ASX-listed company which means we are stable, have a strong track record of sustainable growth and have a significant number of long-term customers. This means we can offer you an experience that will push you to be your best, provide career-building challenges, and offer numerous growth opportunities that can't be found in any other company.
It's an inclusive environment where there is no place for politics, where we get our heads together to solve the problems that really matter to our customers, and where we always stay focused on our north star – the communities we serve, and society at large.
The Customer Support Agent is responsible for delivering engaging and effective customer service via phone and/or email, with a view to continuous improvement of our CSAT, CES and NPS scores. The team provides a first-class customer experience that makes us stand out from our competitors and ensures our customers love us as much as we love them.
Specifically, the Customer Support Agent will:
Respond to customer emails and phone calls in a professional, respectful, and empathetic manner in order to get their issue resolved as quickly and accurately as possible.
Troubleshoot issues as the first point of contact and attempt to resolve or escalate issues to our technical and development teams.
Provide regular and timely updates (at least weekly) on any cases that require escalation and additional internal support.
Take ownership of issues right through to resolution with the customer and ensure the outcome is immediately communicated back to the customer.
Provide accurate, relevant and helpful product information.
Document all actions taken and ensure Salesforce data is kept up to date at the time of the interaction.
Support knowledge share across the team by creating knowledge share articles and/or adding to the FAQ.
Actively participate in both technical and soft skill professional development.
Identify opportunities for continuous improvement.
Skills required:
Exceptional interpersonal skills; someone who is customer-focused and loves to solve problems and has a genuine passion for delighting customers.
Solid written and verbal communication skills; a strong collaborator who can work with individuals across all business areas to achieve joint outcomes.
Excellent organisation and time management skills.
Strong attention to detail.
Self-starter – able to quickly identify priorities and drive towards delivering tangible outcomes.
An eagerness to learn and grow.
Payroll and/or HRIS experience.
MS Office including Excel and Word.
Experience working in a payroll or SaaS provider.
Zambion knowledge would be highly advantageous.
ReadyTech is committed to seeing things through each other's eyes. We invest deeply in relationships by offering positivity, fairness, and empathy in every interaction and love that everyone is different. We're proud to be an equal opportunity employer that celebrates our diversity of race, beliefs, sexual orientations, gender identities, age, disability status, marital status, and more - so that every single one of us can feel like we belong.
As part of our commitment to ensuring a safe and secure working environment for all employees and in compliance with Australian regulations, please note that if selected for this role, you will be required to complete a comprehensive police check and an Australian working rights check. Should you have any questions or concerns regarding these requirements, please feel free to contact us.
So, if you are ready for anything, please apply today. Please note that if your application is progressed to the next stage, we will send you some testing to complete as part of your application as we have found this helps us to quickly identify potential ReadyTechers!
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