Job Description
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Deliver expert support to Builders, Subcontractors and Suppliers
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Resolve complex and high-impact customer enquiries
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Improve the systems, tools and processes supporting the Support function
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Manage and optimise the Lorikeet AI support platform
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Identify opportunities to improve the knowledge base and self-service experience
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Partner with Product, Customer Success and Commercial teams on strategic customer projects
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Deliver specialised customer training
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Support technical implementations such as SSO and API integrations
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Help build a more scalable and efficient Support function
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Identify customer experience trends and improvement opportunities
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Requirements
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Proven track record delivering exceptional customer support or customer success in a SaaS environment
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Ability to solve complex problems and simplify technical concepts for customers
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Experience with CRM and support platforms such as Salesforce
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Comfort learning new technologies
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Systems mindset with experience improving processes, tools and ways of working
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Ability to identify trends and opportunities to improve customer experience
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Solid relationship-building and cross-functional collaboration skills
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Commercial awareness of support's impact on retention and growth
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Motivated, self-starting and passionate approach
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Ability to champion company values
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Core Competencies
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Demonstrates expertise in delivering exceptional customer support in a SaaS environment, with a focus on improving processes and tools. Capable of managing technical implementations and optimizing support platforms while fostering strong cross-functional collaboration.
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Highest-signal resume keywords
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Customer Support Experience
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SaaS Environment Expertise
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Salesforce Proficiency
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Technical Implementation Skills
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Process Improvement Mindset
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ATS Optimization Keywords
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Hard Skills
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Customer Support
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Problem Solving
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Technical Concept Simplification
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Process Improvement
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API Integration
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SSO Implementation
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Knowledge Base Management
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Data Trend Analysis
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Self-Service Experience Enhancement
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Customer Training Delivery
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Soft Skills
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Relationship Building
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Cross-Functional Collaboration
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Motivated Self-Starter
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Passionate Approach
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Commercial Awareness
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Industry Keywords
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Customer Success
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Support Function
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Customer Experience
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Retention
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Growth
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Tools & Technologies
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Lorikeet AI Support Platform
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CRM Platforms
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Salesforce
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#J-*****-Ljbffr

📌 Customer Experience Specialist (Sydney)
🏢 Jobtailor
📍 Sydney