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Customer Service Expert

2 weeks ago

Wellington, Wellington, New Zealand Arlo Training Management Software Full time

Company Overview

At Arlo Training Management Software, we're dedicated to making training management easy and accessible. Our award-winning global business is based in Wellington, New Zealand, with offices in the UK and Canada. We believe that human interaction is still at the heart of effective learning.

About the Role

We're seeking an experienced Product Support Specialist to join our team. As a key member of our support function, you will be the first point of contact for customers, providing prompt and effective support to resolve their issues.

Your Responsibilities

  • Manage day-to-day customer queries via webinar, email, and support ticket channels
  • Diagnose and resolve issues encountered by customers
  • Deliver end-user training when required (over webinars and face-to-face)
  • Become a product expert
  • Maintain and write online help articles
  • Collaborate with internal teams to fine-tune and enhance processes
  • Engage with customers to understand specific needs and devise appropriate solutions
  • Successfully track and maintain Support KPIs and SLAs

Requirements

To be successful in this role, you'll need:

  • 2+ years' experience in customer support, pre-sales, or onboarding, preferably for a SaaS company
  • Experience delivering end-user training
  • Experience dealing with integration tools like Zapier would be a bonus
  • Experience with Zendesk or a ticketing system would be a bonus
  • Excellent problem-solving and analytical skills with an ability to think outside the box
  • An ability to multi-task and effectively manage a number of tasks/projects at one time
  • Excellent verbal and written communication and interpersonal skills
  • A comfort in a startup environment where you need to move quickly and wear many hats
  • A results-driven mentality, self-motivated, enthusiastic, and with a 'can-do' attitude
  • HTML, CSS, and/or JavaScript troubleshooting skills would be a bonus