Technical Customer Support Agent

ProcurePro

ProcurePro

IT, Customer Service
Australia
Posted on Thursday, July 4, 2024

Technical Customer Support Agent

Get excited - here's a Video (7 mins) on ProcurePro & why we're hiring for this role.

https://www.loom.com/share/fe5c6c0710a5408c8a0e40462017fe17?sid=b382a5ad-4e33-466b-a05f-7eddc1cc3cae

About ProcurePro

  • Mission > To save 1 BILLION construction administration hours.
  • What we do > Our market leading technology helps major builders contract with their supply chain by consolidating fragmented and manual procurement processes into a single platform (currently solved by Word, Excel & email).
  • Recent News > In a recent funding round backed by AirTree we’ve raised $6.15m to fuel our next stage of growth across Australia, New Zealand and the UK. Read more here, https://www.smh.com.au/technology/australia-s-construction-sector-is-on-the-brink-this-tech-could-be-the-answer-20240126-p5f0a3.html

Values we live by

  1. Better people build better companies
  2. Whole arse it, with ruthless pragmatism
  3. Help the customer win

(We’ll tell you more about these as discussions progress)

Key Aspects of this role:

  • Help Centre > Solve support conversations with <60s response time, >97% CSAT and <1hr median time to close
  • Self Serve Content > Create, maintain, improve articles and macros
  • Proactive Messaging > Collaborate with the product and design team on Product Tours and Tooltips
  • Product First > Collaborate to improve the product and proactively address customer queries
  • Diligent escalations > Issues are raised to Customer Success, Configuration, and Development teams clearly and only when necessary
  • Product knowledge > ****Aim to become a product expert, positioning yourself as a key team member for product-related inquiries
  • Systems we use > Intercom (Live chat, Help Centre), Loom (Asynchronous communication), Notion (Wiki to log product feedback), Metabase (Powerful Self-service analytics)

Your background & experience:

  • Customer Support Experience > must have 2+ years supporting users in technical or SaaS products
  • SaaS/Product Experience > must have 1+ years working with a complex SaaS product
  • Technical Skills > Resourceful and skilled at troubleshooting complex edge cases
  • Word and Excel > These are key tools used in our product, so proficiency is highly valued
  • Track record > Of flawless customer satisfaction and providing value to customer support services and product development
  • Exceptional communicator > Excellent verbal and written communication
  • Construction experience > Not required, but a huge bonus if you’ve worked in construction or construction technology

Our culture

  • Remote First - work from anywhere in Australia - we were remote-first before Covid, have established processes around collaboration/culture to ensure inclusiveness & engagement. We have social events & annual off-sites (in person).
  • Team First - we’re close knit, highly collaborative, actively help each other succeed (knowledge sharing, training) to develop our teams’ capabilities
  • High Expectations - we’re self motivated, embrace velocity as our greatest advantage, take pride in what we do and push to reach our potential.
  • Radical Transparency - we believe in flat structures & sharing knowledge, everyone is privy to what happens day-to-day and nothing is hidden (i.e. company strategy, finances & all).

Compensation

  • $50-80k + Super (salary based on experience)
  • Computer equipment allowance to ensure you have everything you need to be successful working remotely

How to apply

  1. Hit Apply and fill out the form with your information, CV and answer to the question "Why are you applying for this role?”

What happens next

  • Shortlisted applicants will have an introductory “Get to know each other” call [20 mins]
  • Successful applicants will have a longer call to get into the details of your experience and nature of the role [~ 2 hours]
  • You’ll receive a short assessment to complete
  • Assessment presentation and discussion call [1+ hour]
  • If successful, we will check references & make you an offer!

All our interviews are recorded and shared internally with the CEO and hiring manager for the role. Recordings are then deleted once a hire has been made. We do this so that our team can make non-biased decisions on candidates to progress by watching an interview for themselves

Applications are reviewed on a rolling basis, so speed is key. The sooner you apply, the better!

If you love the sound of working for us and the role described but the title/salary doesn’t align to your experience, please don’t let that stop you applying.

Unfortunately we aren't in a position to sponsor candidate visas. If you don't have the independent right to work in the country you're applying for, we will not be able to progress your application.

We celebrate diversity and we want people of all genders, races, ages, backgrounds, beliefs, and life experiences to join our team.