Client Advocate

This is a fully remote position, open to applicants in Australia.

📋 Description

• Deliver top-notch technical support and exceptional service for clients using the Absorb platform.

• Address client issues via phone, chat, and email within a dynamic and fast-paced environment.

• Interact with clients, ensuring clear communication both internally and externally.

• Conduct thorough investigations to facilitate rapid resolution of issues.

• Diagnose and perform detailed investigations to identify root causes, propose next steps, and implement solutions.

• Manage client expectations concerning estimated response times.

• Conduct extensive research and documentation of customer technical issues.

• Represent the company professionally while advocating for clients as issue statuses evolve and resolutions are achieved.

• Provide global support to clients utilizing phone, chat, desktop sharing, and a ticket tracking system.

⛳️ Requirements

• A minimum of 1 year of experience in a technical support role, preferably in a SaaS environment, or in client-facing positions such as customer service, food and beverage, or airlines.

• Basic knowledge of essential web components.

• Outstanding attention to detail.

• Demonstrated time-management skills.

• Strong written and verbal communication skills, along with active listening abilities.

• Capability to understand technical concepts and convey them in layman's terms.

• Previous experience with LMS/E-Learning is preferred.

• Experience in technical documentation is preferred.

• Familiarity with Zendesk, MSSQL, Jira, and Confluence is preferred.

• Prior experience working with remote teams is preferred.

• Fluency in additional languages is a plus but not mandatory.

• Must be legally authorized to work in the country of application without the need for sponsorship.

• Candidates selected for the position will undergo pre-employment background checks, including a criminal record verification.

🏝️ Benefits

• Fully remote-first work model with flexible working conditions.

• Comprehensive health and wellness benefits.

• Retirement savings plans.

• Eligibility for two distinct bonus programs.

• Generous paid time off.

• Extensive medical and dental coverage tailored to your country of residence.

• Equipment allowance for new hires.

• Monthly flexible allowance.

• Unlimited opportunities for career advancement and internal mobility.

• Employee-led Diversity, Equity, and Inclusion initiatives.

• AI Notetaker for interview recording and transcription, with the option to opt-out without affecting candidacy.