OpenCities (now part of Granicus) is one of Australia’s fastest growing GovTech start-ups, with teams in Melbourne and San Francisco, and customers across Australia, New Zealand and North America. Our innovative technology is transforming how cities and governments engage and deliver services to their community. 

Reporting to the Training and Support Manager, you will play a crucial role in the growth of OpenCities. You will channel your fantastic customer service skills and love of digital to provide an excellent experience to our customers. 

More than just a help desk role, you will be equal parts brand champion and problem-solving hero. You will listen to customer needs, provided helpful, accurate advice and leverage customer feedback to collaborate with our product teams and continuously improve our products and business. 

The role encompasses working in the customer success team by providing front-line product support to customers via our support portal. As needed, you may be called upon to reply in the portal (written communication), reply by recording a short Loom video of how to accomplish the task or resolve the problem and adding that to the portal or sending via email, or by calling the client. Most work is accomplished digitally via the support portal, in tickets digital channels and telephone.  

In the digital economy support is the new sales and marketing, and as a Product Support Specialist you are the experience-maker for our customers.  

The successful applicant will be able to:
 

• Work in fast-paced, ever-changing environment to respond to customer issues and helpdesk tickets in a friendly, caring way that inspires confidence and growth in customer loyalty  

• Effectively manage time and priorities within our service level agreements, whilst providing exemplary customer service under any circumstance 

• Have sufficient product and technical knowledge to triage incoming tickets, research and accurately diagnose the problems to the limits of your technical knowledge, respond to those you can, and escalate those you cannot to the Level 2 support staff or Product Teams.  

• Work with customers and product teams to create a continuous feedback loop on our product, to improve our product roadmap 

• Maintain product expertise across the portfolio of products (become the expert, and ‘details’ person for our technology) 

• Guide, educate and offer proactive assistance to prospects and customers as they evaluate, subscribe to and start using our products 

• Collaborate in establishing world-class customer service policies, processes and standards that allow us to build strong relationships with our customers 

• Delivery of OpenCities and OpenForms training sessions for new and existing clients  

Required experience and qualifications: 

1. Minimum 1 year experience in a high volume helpdesk environment  

2. Excellent verbal communication, interpersonal skills, and eloquent writing skills 

3. Empathy and a unique ability to understand customer needs 

4. Demonstrated technical aptitude or computer science training, experience at a technology company or relevant tech consultancy ideal 

5. BONUS SKILLS (Nice to have, not required):  

1. Experience in local government, service desk and Zendesk / Salesforce is a big bonus 

2. Experience in B2B or B2G customer service, including high volume email help desk and phone support is also a bonus 

3. Experience in supporting a CMS product 

We look forward to receiving your application, we're open to Australian remote location and not accepting applications from recruitment agencies, thanks!