Customer Success Specialist - Sydney, Australia - Fotomerchant

Description

Job description

• Fully Remote Role_

About Fotomerchant
Fotomerchant started with a simple idea - to simplify the e-commerce workflow for photographers.

We saw a serious lull in the photography industry as we watched our children bring home flimsy paper order envelopes, often to be lost and crumbled in the bottom of a school bag.

The photography industry as a whole was hesitant to enter into the e-commerce world, unsure about how this would work in their workflow.

We wanted to be at the helm of this revolution, helping to bring the photography industry into the digital age.

Our goal was tough but simple, to disrupt the space.

We dove head first into this new industry by providing studios with easy website creation, effective marketing and the tools to help them grow their business.

Fast forward to today and our passion remains the same. With a focus on high-volume studios, we're continuing to disrupt and innovate the photography industry internationally.

We have no plans of slowing down anytime soon We're always leveraging new technologies to automate manual tasks, reduce points of human error and ultimately create a better and faster workflow for everyone involved.

Our Customer Success Team

Our customer success team is both dedicated as they are dispersed In Australia, America, Canada, Europe and New Zealand you will find at least one of our customer success team members.

If you would like to learn more about our style of customer support, you can read a recent blog post we made about it here.

What about career progression I hear you wonder ? No need to hide that kind of thinking here at Fotomerchant, we are dedicated to helping all our staff grow into a role they love and feel fulfilled by.

Career progression into other roles includes; Team Leaders, Account Management, Sales, Marketing, Hardware Support Specialist and more within our growing company.

• HelpScout or ZenDesk
• Asana for project management
• Experience in G Suite, Microsoft Office or equivalent i.e. Excel, Google Sheets, docs is helpful

Work where you are
Great work can get done anywhere, so that's where our team works. Fotomerchant is a fully remote company distributed across many continents and continuing to expand.

We provide a flexible work arrangement which means you can find the right work/life balance to suit your individual needs.

We believe that a well balanced individual is a happy one With a support window that currently spans 18 hours across continents, we have flexibility in rostered days and hours where required.

Your Impact

There is much that we are still learning as a company and little is set in stone as we adapt and grow.

As a growing company, you would have a direct impact on helping shape both the support direction of the platform and the culture of the company.

We often have town hall meetings where you are kept in the loop of larger company goals and have a chance to voice any ideas you may have.

Fun hats are always encouraged for these calls.


We're all Human

Customer Success Team

About you

• You're eager to see customers have a positive experience and get the best out of the company they are partnering with.
• You love immersing yourself in tasks or solving problems.
• Have a passion for working with technology as it grows.
• Interested in learning new programs and skills.
• Selfstarter and able to work independently in a remote environment.
• Have strong written and verbal communication skills that can adapt to suit the environment.

About the role

• Join a remote international team in supporting innovative solutions for the highvolume photography industry.
• Support softwareasaservice platforms that use modern Cloud, API, Web, and Desktop technologies. Become an expert user of all aspects of our proprietary platform and products.
• Work with current customers to optimize their account workflow. Train customers on account setup and features using clear and concise communication.
• Troubleshoot customer support and document incidents through a help desk ticketing system.
• Plan and accomplish goals using experience and judgment. A certain degree of creativity and latitude is required.
• Taking lead on specific client accounts and projects as needed including scheduling appointments, meetings and training sessions.

Pay:
From $60,000.00 per year


Benefits:

• Maternity leave
• Work from home

Schedule:

• 8 hour shift
• Monday to Friday

Application Question(s):

• Please tell us the best customer service you've ever received and why?

Education:

• Diploma (preferred)

Experience:

• Customer support: 2 years (required)

Work Authorisation:

• Australia (required)

Application Deadline: 27/03/2023