Are you looking for an opportunity to be part of a tight-knit, high-trust team? We’re a start up business based in New Zealand, and we are looking for an awesome Software Technical Support person to join us in providing awesome support to our customers.
The purpose of this role is to assist our clients in using our software CRM, Trail. You will help ensure they have an amazing experience by providing prompt and meaningful support when they face challenges or are unsure how to reach an outcome. Assistance is provided via a text chatbot and sometimes through online calls. This role involves troubleshooting issues, resolving queries, providing training, and updating our knowledge base.
Experience using a similar CRM product for financial advisers would be beneficial in this role; Trail CRM, MyCRM, LoanApp, XPlan, SalesTrekker, Mercury.
Prior experience with customer chat software, such as Intercom, would also be beneficial.
Responsibilities
– Assessing how to best help clients overcome their challenges through a mixture of providing knowledge base material, investigating workarounds to bugs and writing tailored responses.
– Communicate software issues to the development team through our internal task management software, ClickUp.
– Set up accounts for new clients and send training material to them
– Maintain customer training resources, support documentation and knowledge base.
– Conduct training for clients who require additional support in order to use Trail well.
Desired skills, traits and competencies
– Technology & software – it is essential you have strong computer and software skills
– Customer focus – being personable and empathetic with customers to make their interactions positive
– Problem solving – being outcome focused to meet customer needs with available resources
– Communication – communicate expectations to clients and actionable tasks with team members
– Effective time management – the ability to prioritise workload, resolve tickets as promptly and efficiently as possible.
APPLY FOR THIS JOB:
Company: Anytime Mailbox
Name: Nick Reed
Email: