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Platform Support

3 weeks ago

Auckland City, New Zealand ArchiPro Full time

**About ArchiPro**

ArchiPro is an innovative online platform connecting homeowners, builders, and architects with trusted building professionals and quality products. With our seamless matching system, we aim to revolutionise the way people build and design their homes.

**About the Role**

We are currently seeking highly skilled and motivated Platform Support Specialist's and Platform Product Specialist's to join our operational Platform Success team supporting our Sales & Client Success and wider business departments.
- As a **Platform Support Specialist (PSS)**, you will play a key role in successful new client onboarding, providing technical support and resolve issues for our clients and users on the ArchiPro platform whilst maintaining high quality and up to date platform content.
- As a **Platform Product Specialist (PPS)**, you will play a key role in providing technical support, using your excellent technical skills and product knowledge to drive efficiency via CSV formulas, reformatting of data and troubleshooting whilst maintaining high quality and ensuring that platform product content meets all ArchiPro standard.

**About the People**

Our team at ArchiPro is made up of dedicated individuals who are passionate about delivering exceptional customer experiences. We value collaboration, innovation, and a positive mindset. We work together to continuously improve our platform and provide the best user support possible.

**Responsibilities**

For our PSS positions you will:

- Successfully onboard new clients by compiling and uploading content to create a comprehensive profile on the platform
- Edit and, where necessary, write text descriptions for Profile, Project or Article pages on behalf of the client with the end-user in mind, abiding by search engine optimisation best practice, utilising our AI description generator feature
- Host weekly group onboarding sessions (virtually), attended by new clients, in order to show clients how to edit their profiles, make updates and optimise their content

For both Platform Success team (PSS & PPS) positions you will:

- Troubleshoot and resolve platform-related issues
- Conduct thorough investigation for escalated issues and collaborate with relevant internal teams to find solutions
- Document and maintain a knowledge base of common issues and resolutions
- Ensure timely and effective communication with clients and users
- Maintain high quality and up to date platform content (profile content) reviewing clients' websites to refresh their profiles with new products, remove out of date content, update imagery etc.
- Review and approve/optimise client uploaded content eg. new projects/new products

**Requirements**:

- Prior experience in a technical support or customer service role
- Prior content management system experience, is desirable
- Strong problem-solving skills
- Excellent communication skills
- Ability to work in a fast-paced environment
- Attention to detail and organizational skills
- Experience with CRM software and helpdesk systems is a plus
- Previous experience hosting webinars for multiple attendees or group training sessions a bonus
- Knowledge of the construction or design industry is a plus

**Benefits**
- Long service 'ArchiVersary' leave - for every year of service you get an extra leave day
- Team building functions and events
- Dog friendly workplace
- Fresh fruit, barista coffee, snacks and a great lolly jar