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Company:
Buildxact Ltd
Location:
AU -
melbourne
Posted: May 1, 2025
The Position
Position Title
Customer Support Specialist
Department
Customer Experience
Division
Support
Region
Global
People Leader
Director of Customer Experience
Direct Reports
Nil
Key Customers
Internal
Customer Success team
Engineering team
Product Manager
SalesTeam
External
Builders
Merchants
Manufacturers
Industry Partners
Purpose
Drive the success of Buildxact users, ensuring that users have the best possible experience from first use through to sustained utilisation, which will drive high user evangelism and build customer retention.
Key Responsibilities
Support the creation of self-help content to allow the support function to operate at scale.
Investigate, manage and remediate technical support issues, including defect engineering.
Identify and mitigate the risk of churn and demonstrate passion in ensuring customer happiness.
Provide 1st and 2nd level technical support to solving problems that arise from customers.
Successfully resolve customer email and phone requests using varied ticketing, content and task management tools.
Identify task issues that require involvement from Software Engineers.
Have a clear understanding of the Buildxact product architecture.
Gather customer feedback on products and services, identifying trends and insights for improvement
Use SQL and database queries to investigate customer issues and provide accurate, data-driven support
Qualifications
Previous experience providing 1st and escalated support within SaaS and cloud-first businesses.
Key Behaviours
Understand the product and features in great detail.
You know how to speak with customers and manage the nuanced interactions required to ensure they are delighted with our service
You are passionate, current on new technologies, and have developing software engineering and development fundamentals.
Your style is laid-back, informal, and flexible, whilst being focused on achieving great customer outcomes.
Comfortable working in an agile development environment.
A results-oriented spirit and not afraid to seek new challenges.
Health & Safety
Contribute to health and safety at work by identifying, reporting, and controlling hazards and promptly reporting any accident/incident.
Potential Career Pathways
Lead Customer Support Specialist; Customer Success Manager; Test Engineer
Values
It's yours to nail; Customer success is our success; Do what's right; Keep it
simple
The Position description is intended to provide you with a general framework for your role at Buildxact and may change as our business needs evolve and as Buildxact continues to grow. Buildxact is a global business, this role may be required to perform work outside of the normal spread of hours or hours of work to accommodate other time zones and international requirements
#
Read the full job description and apply online on the recuiter's web-site
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