About us
Canibuild, dramatically improves how the residential construction industry designs, approves, and sells what they are building, by automating and significantly enhancing their design, approval, and sales process.
Answering their first critical question, can I build this on this plot of land within minutes instead of weeks!
We are an ultra-fast growing SaaS start-up, backed by the largest hedge fund in Australia, with a rapidly growing subscriber user base from around the world including Australia, NZ, Canada, and the United States.
Job Summary
As a Customer Support Specialist at Canibuild, you will be responsible for responding to client inquiries, resolving technical issues, and providing a warm and value-added experience during every client interaction. You will be the client champion within the business, working closely with internal teams to ensure that clients' needs are met and issues are resolved in a timely manner. You will also contribute to building and maintaining our knowledge library to support both clients and internal team members.
Job Responsibilities
- Respond to client inquiries promptly and professionally through various channels, including online, phone, chat, and email
- Manage and monitor our ticket management systems (JIRA/HubSpot) to ensure all client requests and issues are tracked and resolved efficiently
- Demonstrate strong troubleshooting and problem-solving skills to resolve level 1 technical issues and fulfil client requests promptly
- Build and maintain valuable and lasting relationships with our clients, acting as their advocate within the organisation
- Operate in a transparent environment to meet set Key Performance Indicators (KPIs) and targets
- Provide relevant reporting on client interactions, cases, trends, and issues to support data driven decision-making
- Create textual and video “How To” guides for the application to expand our knowledge library, ensuring clients have access to helpful resources
- Work on Tier 1 Tickets and resolve them effectively
- Report bugs and glitches by analysing internal reports, ensuring prompt communication with the technical team for resolution
- Collaborate with multiple teams when client tickets require input from various departments
- Recheck and revert back on tickets that were created for updates from the technical team, ensuring client satisfaction
- Create and maintain knowledge base documents on troubleshooting steps and create instructional videos when required
- Provide support for client tools, Including handling queries/issues related to add-ons, upgrades, deactivation, and search limits. Work closely with account managers
- Check and support the movement of deals owned by the sales team and Customer Success Managers. Create demo-template accounts as needed and analyze, report, and update widget-related issues
- Share knowledge and expertise with colleagues and team members when necessary
Requirements
- Bachelor's degree in a relevant field
- Proven experience in customer support or a related role
- Strong communication and interpersonal skills
- Technical aptitude and ability to learn new technologies quickly
- Familiarity with the ticket management system
- Ability to work effectively in a fast-paced and dynamic environment
- Willing to work on US Shift (9:00 PM to 6:00 AM IST or 09:30 PM to 6:30 AM IST)
Benefits
- Work from home, full-time
- Opportunities for growth
- Competitive salary package
- Dynamic work environment
India
