Customer Support Specialist
7 months ago
**Introduction**:
Who are we and why work for us?
We've created a world-class SaaS product that automates and solves our customers due diligence problems so that they can stay focused on running their business. First AML isn't just a “start up” we are in growth mode which for you means your career will grow with us as we create a Global NZ success story. Your role won't just be “stock standard”, you can actually make an impact, be heard and take ownership to develop your career.
At First AML we have a bigger meaningful purpose, through our product we help everyday people access the financial system, while limiting criminal exploitation.
Diversity and inclusion is something we are passionate about. We are continuously looking for ways to make improvements across the business and are proud of our safe & inclusive workplace, we encourage people to bring their authentic selves to work.
**Description**:
Our Customer Support Role
As a Customer Support Specialist at First AML you’ll be part of the Delivery team that are the human side of our product. You will set the tone with customers and it's your responsibility to ensure that each issue is seen through to resolution.
We are looking for someone to come in and challenge the way we do things and to strive for continuous improvement. As an expert in Customer Support, you’ll be hands on when it comes to rolling your sleeves up but you also will know what excellence in customer support looks like. You will be up for looking for ways to improve and drive our Support team to high performance
We will always work hard to ensure that you understand the positive role that you play in our team and our leaders are committed to future development.
**Responsibilities include**:
Troubleshoot issues as the first point of contact, identify root causes and attempt to resolve problems, future proofing the solution for the next customer wherever possible.
Ensuring communications back to customers are clear and precise
Provide regular and timely updates to customers in accordance with SLAs on any cases that require escalation and additional internal support
Identifying and escalating technical issues and working with Product and Engineering to resolve the issue
Driving the First AML support team forward. How can your team continuously improve to provide a better, faster and more effective customer experience?
**Skills and Experiences**:
Your Experience
- At least 2 years experience in a Customer Support role - ideally from a SaaS business
You will be an efficient and able to demonstrate time management and prioritisation skills
Communication skills - you will be a natural communicator both written and spoken, you will have a great way with words
You will have a positive mindset and approach problems with a passion for solving them
You will be comfortable with working in a changing environment and agile enough to demonstrate flexibility
The ability to work autonomously and be self directed in what you focus on
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