Energised by solving problems and providing outstanding support? There’s never been a better time to join Smartsheet! Our team strives for continuous improvement; if we see something that can be fixed, we'll leave it better than we found it. You’ll be given the resources, opportunity, and responsibility to make a difference from Day 1.
As a Technical Support Specialist, your role will include delivering support to our customers, maintaining high service standards, and contributing to team projects.
This position will report to our Manager, Technical Support in Sydney .
With a commitment to investing in the APAC region to better serve new and existing customers in Australia, New Zealand, Japan and the greater Asia-Pacific geography, Smartsheet opened up its third international office in Sydney in January 2020. This is an opportunity to be a part of Smartsheet at this exciting time, working with an outstanding team to build and expand the Smartsheet brand across an established market.
You Will:
Deliver Enterprise level, Technical Customer Support through effective utilisation of your tools and an approach of Customer obsession, highlighting improvements needed to KB, tools, and processes
Support our Customers as an SME on Core and Premium apps, through all channels, flagging Service Impacting Events and Bugs appropriately and engaging with the Escalation Team when necessary
Be the “go-to” person in your Team, not only driving your own positive Customer journey but also the impact of those in your team
Leverage customer troubleshooting interactions as opportunities to instil best practices and help our customers realise value and achieve outcomes
Give and receive thoughtful feedback on team processes, peers, and leadership (Leave everything better than you found it)
Aim to exceed performance goals in areas like customer satisfaction, quality assurance, and attendance. Leaders will partner with you to coach you to our goals, but we need you to bring problem-solving skills
Utilise defined processes, policies, and technical troubleshooting workflows
You Have:
Min 1 year of Technical support experience in a SaaS environment.
Excellent phone manners and strong writing skills.
Experience in a customer-facing role
Ability to recognize and respond accordingly to how any single issue is affecting a customer(s), matching the sense of urgency and ownership the issue requires
Confidence and strong interest in problem solving
A firm grasp of and comfort using cloud applications
Desire and aptitude to quickly ramp up on new technologies
About Smartsheet
Smartsheet is an Equal Opportunity Employer committed to fostering an inclusive environment with the best employees. We provide employment opportunities without regard to any legally protected status in accordance with applicable laws in the US, UK, and Australia. If there are preparations we can make to help ensure you have a comfortable and positive interview experience, please let us know.
At Smartsheet, we strive to build an inclusive environment that encourages, supports, and celebrates the diverse voices of our team members who also represent the diverse needs of our customers. We’re looking for people who are driven, authentic, supportive, effective, and honest. You’re encouraged to apply even if your experience doesn’t precisely match our job description—if your career path has been nontraditional, that will set you apart. At Smartsheet, we welcome diverse perspectives and people who aren’t afraid to be innovative—join us!
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