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About the Role
Join our Product Support team to elevate our customer-centric approach, focusing on product inquiries and technical issue escalations. We aim to build a world-class Product Support function that empowers customers and internal stakeholders, ensuring they maximize the value of Blink and receive high-quality resolutions.
Responsibilities
- Act as an internal expert on the Blink product, answering complex product questions.
- Specialize in product domains and collaborate closely with Product Managers.
- Provide expert input to Product teams by identifying improvements, contributing to roadmap prioritization, and updating documentation.
- Conduct internal and external feature enablement sessions.
- Deliver outstanding customer-centric product and technical support.
- Manage technical support tickets from triage to resolution, troubleshooting issues, managing expectations, and meeting SLAs.
- Provide outstanding internal support, assisting teams with technical queries and managing escalations.
- Upskill to independently own more resolutions using provided tools and APIs.
- Escalate requests to the relevant team with appropriate prioritization and provide regular customer updates.
- Identify trends in tickets for documentation updates, system enhancements, or automations.
- Create new self-resolution methods for admins and end users, such as training videos or AI-powered flows.
Requirements
- Ability to work from the Sydney office at least 3 days a week.
- Obsessed with delighting customers and trying new support approaches.
- Experience as a Product Support Specialist, Technical Support Analyst in a SaaS firm, or in an internal communications role with a technical leaning.
- Ability to work independently and collaboratively.
- Clear written communication for non-technical audiences.
- Strong project management skills and effective prioritization.
- General technical know-how and an affinity for learning new software.
- Proactive communication of issues and information to the team.
Skills
- Product Expertise
- Technical Support
- Customer Support
- Issue Escalation
- Automation
- Project Management
- HTML
- CSS
- SQL
- APIs
- Data Integrations
- AI Tools
Location
- Sydney
Work Type
- Hybrid
Experience Level
- Mid-level
Benefits
- Competitive salary
- Generous equity allocations
- 25 days annual leave per year
- Public holidays
- Equipment for the job
- Private healthcare stipend
- Social events
About the Company
- Blink enables mobile enterprise workers to be productive, informed, and engaged while on the move.
- Our goal is to be the #1 choice for the mobile enterprise, building a workplace 'super-app'.
- We are motivated, positive, and social, working closely as a team and valuing each other's opinions.
- We strive to learn from one another through knowledge sharing and healthy debate.