We are looking for an experienced customer support officer to assist Flippa's customers in particular to ensure they are guided through the technical process of advertising a digital asset for sale on our marketplace (website).
This role is a full time position, responsible for providing, support, education and guidance in the deployment and maintenance of computer infrastructure. This includes responding to IT support queries (i.e. reset passwords, technical assistance with advertising) and assisting customers to ensure they are onboarded successfully.
Specifically, you will:
Critically, you are the first point of touch.
This is fast paced, varied role, where you will get to work on:
Providing proactive technical support to onboard all new customers to ensure they are successfully setup with an account and can advertise on the Flippa website.
Responding to inquiries into and determining software requirements to provide solutions to customer problems.
Adapting existing web and infrastructure to meet users' requirements and to ensure efficient use of applications and equipment.
Being the Voice of the Customer to the product team to ensure Flippa continues to evolve as a platform in a way that aligns with the goals of our customers including input into the design and maintaining our website (e.g. Ensuring our Product and Software Engineering team respond to regular customer issues and fixing bugs and IT issues and reported to the Customer Support Officer ICT).
Complaint handling and customer resolution to help our customers
Slack, Google Work, Zendesk for Support
To provide great service to our customers we will have a variety of shift times. Candidates must be willing to work schedules which may include Saturday's. Specific information about the shift times will be provided to the candidate upon shortlisting.
What you'll bring:
Experience in Customer Service with at least 2 years' in a customer service role.
Previous technical support experience and high level of comfort resolving IT issues for customers
Previous experience supporting, educating and guiding customers in the deployment and maintenance of computer infrastructure and resolution of technical problems or issues - in particular, within a call centre environment.
An interest in a start-up environment and interest in digital, online products and services
Tech savvy and ability to communicate technical information with our Product & Software Engineering team to resolve bugs and ensure fixes for frequent customer queries.
Comfortable working remotely with a global team.
Skills & Competencies to be successful:
Genuine desire and enthusiasm to support our customers to deliver a positive experience
Your happy to pick up the phone to talk to our customers as well as use email
Resilience and a customer resolution focus, including the confidence to deal with complaints.
Experience or a level of comfort working in a fast paced, dynamic environment, dealing with global clients.
Build strong relationships both with customers and internally
Have positive attitude and desire "go the extra mile" to achieve great things for Flippa customers
Have loads of initiative
Happy to work both autonomously, but also with a strong team ethic. We may reward individual effort, but we most certainly play as a team in everything we do
Prepared to work hard and focus, but have a sense of humour and enjoy some fun along the way.
Nothing about Flippa is boring or conventional. When you work at Flippa you're working in a team that values all input, regardless of position and experience. We support each other to reach goals and celebrate the wins. Visit About Flippa www.flippa.com to learn more about our perks and benefits.