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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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- Strong 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 Workplace 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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