Anchor is seeking a Customer Support Specialist for our Australian Anchor clients. This would be a contractor role.
About the Opportunity:
As the Customer Support Manager, you will be instrumental in supporting the Client Success team with the pre and post launch of the Operation & Reservations Tech System both on location and remotely. You will be the main point of contact for post launch client maintenance and support for our Australian clients using the platform. A Customer Support Manager works to create positive experience for existing customers in order to support company expansion goals and reduce the possibility for churn and contraction. You will be expected to gain an expert level of knowledge in the Anchor platform, to ensure that you can help troubleshoot problems, provide guidance on best practices, and support the day-to-day operations, passing along feedback to the Director of Client Success.
Essential Duties & Responsibilities:
Respond to customer queries in a timely and accurate way, via phone, email or chat.
Identify customer needs and help customers use specific Anchor features.
Analyze and report product malfunctions (for example, by testing different scenarios or impersonating users).
Update our internal databases (JIRA) with information about technical issues and useful discussions with customers.
Support inbound customer care and one-off inbound requests or issues with the end of always offering the maximum possible solution, while demonstrating empathy and expertise.
Take ownership of customers' issues and follow problems through to resolution.
Problem solve with empathy, in order to understand where customers are coming from and might be frustrated by.
Involved in determining the root cause of customer issues and assisting in corrective action.
Achieve customer service objectives by contributing customer service information and recommendations to strategic plans and reviews.
Remain up to date with Anchor feature alerts and work closely with build team/project managers to understand the functions and processes per the business units.
Collaborate and support the Client Success team with onsite implementations and facilitate the transition to post launch support.
You are required to be on-site support to clients during launches.
Maintain working knowledge of the Anchor Operating System and all new releases.
Additional job duties as assigned.
Requirements & Qualifications:
BA / BS degree in a related field such as business, information systems, project management or related area or demonstration of equivalent knowledge, i.e. PMP certifications.
3 years of experience in a Customer Support Specialist or Technical Support role.
Excellent organizational, interpersonal, and leadership skills. Confident, clear, and dynamic communicator; outstanding communication (verbal and written) and presentation skills with the ability to address both executive and technical audiences required.
Strong problem-solving skills: must be capable of accurately assessing needs, maintaining a calm, focused business demeanor, and taking quick action to resolve issues.
Ability to adapt to changing goals based on customer demands and market conditions while working with sales and product development teams.
Ability to distill feedback from customer demands and market conditions into actionable recommendations internally.
Experience working with Point-of-Sale, SaaS, web application and e-commerce technologies will be an advantage.
Ability to quickly learn new technologies and have an ongoing desire to stay current with the latest technologies.
Distinctive problem-solving, strategic and analytical capabilities with a strong track record of setting and delivering against measurable metrics.
A self-starter, capable of working in a fast-paced environment.
Highly efficient team player, with the ability to also work independently in a fast-paced, fluid environment.
Experience with Ticketing software such as JIRA would be ideal.
Process and quality-oriented with sharp attention to detail.
Up to 40% travel required.
Excellent verbal and written communication and presentation skills.
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