Customer Support Engineer providing technical support for Agora's real - time engagement solutions. Engaging with developer communities and guiding on integration best practices.
About the role
- Customer Support Specialist assisting the Mable community through high-volume inbound calls. Advocating for users and providing guidance while maintaining service excellence.
Responsibilities
- Assisting the Mable community in a high volume inbound call centre environment, also supporting additional channels as required.
- Display excellent interpersonal skills with an empathetic and compassionate approach to customers
- Recognise opportunities to increase customer satisfaction and work towards a resolution or escalate where required
- Provide information, advice, guidance, and support to our community, supporting our users to achieve their goals through our platform
- Proactively educate our users on getting the most out of Mable based on their individual needs.
- Advocate for customers to ensure their needs are met and inquiries resolved.
- Provide broader business teams with insights and feedback to support process and platform improvements
- Deliver standard service excellence that is in line with our code of conduct and company values
- Adhere to team processes and procedures and accurate record-keeping in Salesforce
- Meet individual and team KPIs, and undertake other duties and responsibilities as required
Requirements
- You are excited about working in a fast-paced, high-volume environment, think big, and act with a sense of urgency for our customers.
- You are a champion in delivering world-class customer service and have a passion for providing excellent customer outcomes.
- You are a good listener, problem-solver, critical thinker, and a people person with strong verbal and written communication skills.
- You care about your customers and will always go the extra mile to get them the best outcomes.
- You have experience using Salesforce or similar CRM systems and enjoy learning new things.
- You love working in a collaborative team that enjoys having fun and supporting each other.
- You exhibit adaptability, resilience, transparency, trustworthiness, passion, and innate curiosity.
- You have 2-3 years in a customer support or customer service role, preferably in the health tech, NDIS or aged care sectors.
- You are familiar with NDIS policies, procedures, and funding models (desirable)
- You have demonstrated the ability to work with vulnerable populations, showing patience and understanding.
Benefits
- Power your career ⚡️
- Access parental leave 👶
- Work with flexibility 🏠
- Flexi Leave Days 🌴
- Take a floating public holiday 🫶🏾
- Be rewarded 🏆
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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