Customer Support Specialist

  • 100 Mount St, North Sydney NSW 2060, Australia
  • Full-time
  • Department: Operations

Company Description

An award-winning high-growth FinTech that is in the scale-up stage adding to its fun and dynamic team. Join our experienced entrepreneurs at a mission-driven company that will improve the financial lives of millions of Australians. Join a truly purpose-driven organisation hell bent on making people feel good about money! 

Be the voice of Frollo and the enabler of continuous improvement. Be the conduit between customer feedback and the Frollo product team. Reporting to the Operations Manager you will be responsible for a range of duties from customer retention, administration of support tooling platforms and knowledge base catalogues. 

Job Description

Customer retention

  • Represent the voice of the customer to provide input into every core product
  • Managing and reporting feature requests and user feedback on bugs, issues, critical errors in Production
  • Provide insights to customers to ensure that they get the most out of the platform with the aim of helping grow our customer base
  • Manage the customer templated response catalogue to reflect current feature alignment and promote customer self-help options
  • Create FAQ articles to publish on both our Freshdesk web catalogue and Service Desk Knowledge base

B2C Consumer Support & Operations

  • Responsible for triage and ticketing support in both Freshdesk and Freshchat platforms in line with internal SLAs
  • Responsible for customer investigations to provide first-level technical support and customer resolution to non-functional issues
  • Perform Admin Portal database activities, refresh accounts, reset passwords and other customer support duties
  • Customer communications as per the support model matrix, following escalation workflows and owning the process end-to-end
  • Reporting on issues in Whitelabel apps across all tenants

Support Tooling

  • Admin Portal 
  • Manage customer investigations to provide first-level technical support to non-functional issues
  • Provide support to the product team
  • Administer merchant logo updates

Freshdesk / Freshchat

  • Triage customer tickets and escalate as required
  • Respond to freshchat requests, building a catalogue of automated or canned responses to enable our Users to self-help

Qualifications

  • Customer service/support experience in a SaaS or software company
  • Experience in working with live chat platform useful but not essential
  • Experience working with customers
  • A high level of accuracy and attention to detail is required
  • Excellent communication and interpersonal skills
  • Flexible approach, able to operate effectively with uncertainty and change
  • Driven, self-motivated, enthusiastic and with a “can-do” attitude

Additional Information

What else matter’s at Frollo?

  • Driven by purpose and impact;
  • Collaborative by approach and defaulting to transparency and communication;
  • Seeks ownership and accountability in equal measure;
  • Seeks to understand a problem deeply for the purpose of being able to offer a solution, not to dwell on the problem.