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Frontline Support Agent

Listed 21 days ago

About us 
Optimal Workshop builds discovery tools for crafting better human experiences. Our software is used by experience designers, information architects and user researchers in over 100 countries and in over 70 languages worldwide. Our tools support our clients to make informed decisions, placing people at the heart of everything they do. 
About the role 
As a Frontline Support Agent, you’ll be a key part of our team in creating positive experiences for customers as you engage directly across multiple channels.  
Your day will be varied; you may be supporting a customer with troubleshooting a specific issue, another may need help with invoicing. The next call may be interested in our suite of tools, and want to you to run through a demonstration. 
As you’re in a position to see the breadth of customer queries and requests, you’ll be a key conduit in supporting the team to creating new processes, passing on leads and relevant feedback. 
About you 

You’re a people-person and a warm communicator, who is comfortable working in a fast-paced environment where you may need to adjust and pivot throughout your day. Driven by a customer-centric ethos, you will bring proven skills in customer success, and be self-motivated towards achieving the right outcome for the situation. 
Ideally you will have worked in a SaaS environment, and we’d be especially delighted if you have previous experience with research or user tools or user experience. 
Your background will show experience in:
  • Effective communication – your emails and documentation are simple, clear and relevant, and your manner demonstrates empathy and clarity 
  • A keen attention to detail, knowing when to delve down to the nitty-gritty and when to swoop up to see the big picture 
  • The ability to build relationships with a broad range of people 
  • Initiative in bucketloads 
  • The willingness to ask ‘what if?’  
You’re someone who shares our values of being approachable, bold, and curious. 
We encourage everyone at Optimal Workshop to bring their whole self when you work, the team here is diverse, and we love it. 
What’s next? 
Interested to apply? We have partnered with Kin to find the right person for this important role; if that’s you, please apply now with your CV and a covering letter outlining your interest in the role. If you’d like to connect for a call before applying, please contact Erina Jamieson on 027 471 0828. 
Applications close Tuesday 12 October
Job type
  • Call Centre & Customer Service
  • Permanent / Full Time
  • Wellington