Senior Customer Support Agent

About the role

ReadyTech is looking for a Senior Customer Support Agent to deliver engaging and effective customer service by phone and/or email or live chat, with a view to improving the Customer Support OKRs. The team provides a first-class customer experience and sets itself apart from competitors. Senior Agents support the Team Leader and Customer Support Manager when needed and act as the escalation point for less experienced agents.

Key responsibilities

• Understand the team and its individual KPIs and how they affect the Customer Support OKRs, and take ownership of assigned KPIs, advising the Team Leader if extra support or training is needed
• Respond to customer emails, phone calls and live chats professionally, respectfully and empathetically, resolving issues quickly and accurately
• Coach and mentor Customer Support Agents, acting as a second point of contact while empowering agents to resolve cases independently
• Monitor the frontline channels in real time to help less senior team members
• Document all case data and notes clearly and accurately in Salesforce, including case comments and resolutions
• Own issues until resolution and communicate the outcome to the customer immediately
• Give accurate, relevant customer feedback to the product team when requested
• Review case load and feedback with the Team Leader to find improvement opportunities, and take part in technical and soft skill development
• Identify continuous improvement opportunities and act as a role model for best practice

Required profile

• Strong system acumen and curiosity about how things work
• Quick learner and technology savvy
• Able to explain complex matters simply
• Professional, respectful and empathetic customer service by phone, email and live chat
• Coaching and mentoring skills

Required skills

• Salesforce experience (desirable)

What we offer

• Day off on your birthday
• Four additional days of leave per year
• Quarterly ReadyTecher Awards with chances to win flights and accommodation to Hamilton Island
• Hybrid work with in-house baristas in Sydney
• Access to Sonder, a 24/7 wellbeing platform
• Company top-up of government parental leave and additional paid leave for miscarriage, endometriosis and menopause
• Volunteer leave and ReadyTech merchandise