Customer Support Specialist, Australia
Attentive
Customer Service
Sydney, NSW, Australia
Posted on Thursday, July 25, 2024
Attentive® is the AI-powered SMS and email marketing platform that delivers unparalleled messaging performance on the channels that matter most. Infusing intelligence at every stage of the consumer's purchasing journey, Attentive empowers businesses to achieve hyper-personalized communication with their customers on a large scale. Leveraging AI-powered tools, a mobile-first approach, two-way conversations, and enterprise-grade technology, Attentive drives billions in online revenue for brands around the globe. Trusted by over 8,000 leading brands such as CB2, Urban Outfitters, GUESS, Dickey’s Barbeque Pit, and Wyndham Resort, Attentive is the go-to solution for delivering powerful commerce experiences for consumers with the brands they love.
Attentive’s growth has been recognized by Deloitte’s Fast 500, Linkedin’s Top Startups and Forbes Cloud 100 all thanks to the hard work from our global employees!
Who we are
We are looking for a driven candidate to join as the first Customer Support Specialist in Australia. You will be the first-responder for Attentive’s customers, troubleshooting and resolving technical issues, and helping to reduce and remove friction between our customers and their use of the platform. This role is the face of our product experience and delivers the most outstanding product support in the industry.
This role requires a special combination of high-level professional communication skills, and the ability to analyze, troubleshoot, and resolve complex technical issues. You will interface directly with our customers on a daily basis, become a resident expert on all facets of our platform and the broader e-commerce industry, and work cross-functionally with marketing, sales, product, and design to bridge the gap between product and customers. Your core responsibility will be communicating with Attentive customers via email and live chat to provide fast and accurate resolutions for any issues they might encounter.
Note: This role is supporting our customers and teams between 9am-6pm AEDT / AEST. Applicants should be located within this time zone.
Why Attentive needs you
- Respond to Attentive customer needs via email and live chat, owning that interaction from inception to resolution
- Troubleshoot technical platform issues
- Advise our customers on best-practices with the Attentive platform and its use cases
- Assist customers with urgent needs and help usher them to the best solutions and across our platform and the business
- Act as first line of defense for triaging & debugging platform health issues
- Exceed customers expectations on response quality, timeliness of responses and overall customer experience
- Continuously train to become an expert on the Attentive platform, mobile marketing, and the e-commerce industry
- Help translate customer feedback into specific product requirements
About you
- 1+ years of experience
- Prior experience in customer support preferred
- Keen interest in startups, software, and entrepreneurism
- Loves working in fast-paced environments
- Ability to navigate through ambiguity
- Extremely detail oriented and organized
- Experience navigating complex work processes, tight timelines, and changing teams
- Comfortable learning new software (for design, data management, and internal tools)
- A strong growth mindset
- Hybrid role: at least two days per week in our Sydney office
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Attentive Company Values
Default to Action - Move swiftly and with purpose
Be One Unstoppable Team - Rally as each other’s champions
Champion the Customer - Our success is defined by our customers' success
Act Like an Owner - Take responsibility for Attentive’s success
Learn more about AWAKE, Attentive’s collective of employee resource groups.
If you do not meet all the requirements listed here, we still encourage you to apply! No job description is perfect, and we may also have another opportunity that closely matches your skills and experience.
At Attentive, we know that our Company's strength lies in the diversity of our employees. Attentive is an Equal Opportunity Employer and we welcome applicants from all backgrounds. Our policy is to provide equal employment opportunities for all employees, applicants and covered individuals regardless of protected characteristics. We prioritize and maintain a fair, inclusive and equitable workplace free from discrimination, harassment, and retaliation. Attentive is also committed to providing reasonable accommodations for candidates with disabilities. If you need any assistance or reasonable accommodations, please let your recruiter know.
