Customer Support Specialist

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 

• Sales Team 

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