Your Impact
Encompass is seeking a thoughtful professional to communicate directly with Customers via phone, email and our online ticket system. Support Analysts provide guidance on best practices for the usage of our products. Our team members analyze, debug, and resolve simple to elaborate user issues. Great Analysts are passionate about finding answers and excel at Customer communication, documenting issue status, reproduction steps and progress. Our team of Analysts also participates in the onboarding of new Customers and may travel to Customer sites as needed to deliver on-site training. Our Support analysts can advocate for product enhancements and fixes on behalf of their Customers.
The Opportunity
Key responsibilities in this role include:
Assist our Customers on the Encompass platform, including (but not limited to) troubleshooting technical issues in real time and providing best practices via phone, email and chat
Identify and communicate trending Customer/product issues to internal teams
Advance UI/UX improvements and new functionality by surfacing client feedback to relevant internal stakeholders with a focus on potential solutions
Work closely and collaboratively with the full Support team to share learnings from experience to grow internal knowledge
Inform Customers about new features and functionalities to drive customer utilization and retention
Gather Customer feedback and share with our Product, Sales and Marketing teams in order to create continuous improvement on how we build and communicate about our offering
Maintain a focus on efficiency by meeting or exceeding KPI targets including Quality Assurance stats (QA), Customer Satisfaction (CSAT), and productivity (e.g., tickets solved per day)
Review On-Hold tickets and communicate and confirm fixes with customers
Assist with Red Card communication when Red Card issues continue after normal support hours
Work directly with the Tier 3 team to troubleshoot business critical / emergency issues
Assist in training junior Support Analysts
Key Experience & Skills
Preferred qualifications and experience for success in this role include:
Customer-facing experience, including excellent written and verbal communication skills
Experience in supporting a software product (Preferred)
Ability to proactively prioritize tickets
The desire to think creatively about, dissect, and grasp complicated and abstract ideas, working with a solutions-oriented mindset to resolve issues
Demonstrates a "can-do" attitude, and are highly motivated
Have experience using Windows, iOS, Internet Browsers, Android, and iOS platforms
Demonstrates the ability to work on a team and separately, delivering high quality work on time
Education and Experience
Bachelor's Degree in Computer Information Systems or equivalent professional experience
Additional Details
Salary:
This role will receive a competitive salary + superannuation + bonus. A variety of factors are considered when determining someone's compensation, including a candidate's professional background, experience, and location.
Hours of Work:
This is a permanent, full-time position consisting of 38 hours per week dispersed over
four shifts from Monday to Thursday from 11am - 9pm Melbourne Time
.
Location:
We are a remote-first organization and are open to applicants for both hybrid and fully remote roles. Our AU corporate office is located in Melbourne, AU.
Benefits and Perks
With teams based across the globe, no matter where you work Encompass' competitive benefits and perks are designed to enhance your life including:
Remote-first organization
Inclusive Parental Leave program
Paid Leave Program
Health and wellness stipend
Generous learning stipend
Technology stipend
Paid time fitness
Employee assistance program
Additional gifted leave days
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