Customer Support Representative

About Arcanys

Arcanys launched in 2010 to help entrepreneurs and innovators from Australia, Europe and other parts of the globe accelerate their software development with dedicated remote engineers from the Philippines.

Why work with us?

There's a unique spirit to Arcanys—manifested in our amazing talents, passion for technology, and a strong focus on everyone's career and personal development. As a company rooted in people, we make a point to offer exciting work opportunities and foster a culture that everyone can meaningfully contribute to.

Join us as a: Customer Support Representative

As a Customer Support you will provide guidance on various features and benefits, including those associated with other online platforms.

In this position, you will engage with users through live chat, phone calls, email, and occasionally Zoom. Your responsibilities will also include regular troubleshooting and providing in-depth technical support for our internal systems.

Collaboration is essential in this role, as you will work closely with other teams, facilitating the smooth transfer of queries between departments. The position is highly team-oriented, requiring consistent interaction with your Support teammates, while also allowing for periods of independent work.

Your dedication to the customer's success will be vital in framing their overall experience with our company.

Qualifications:

• Experience in a Customer Support role in digital media, SaaS or Real Estate products
• Excellent verbal and written communication skills to clearly convey information to clients via phone, email, chat or Zoom meetings
• Tech savvy - proficient with a variety of systems including Hubspot and proven experience trouble shooting software issues
• Thrives working independently & a proactive approach - experience working from home and in a role that requires minimal supervision
• Adaptability and flexibility - you will have proven experience taking on a variety of tasks as the needs of the organisation change
• Team player - collaboration and team work is the key to our success We value your positive and enthusiastic approach to your team
• Professional & Organised- you present professionally and are well organised in your work with excellent administrative abilities

*

Values Alignment: we put the greater good of the team and the business before ourselves (One Team One Dream), we truly care about what we do, (Dare to Care) we think deeply and move fast to achieve the best outcomes for our clients and the business (Think Deeply, Move Quickly). We value honesty and embrace feedback (We Speak Up) And most of all, we have fun

Key Responsibilities:

• Efficiently and confidently respond to customers via live chat, phone, email and on Zoom meetings
• Educate and train clients on all RateMyAgent features
• Investigate and work to fix technical problems as well as log issues with other RMA teams andexternal providers, while keeping the customers updated throughout the process
• Handle disgruntled customers, using judgment to escalate to senior team members or manager as needed
• Participate in meetings and forums to provide feedback on trends and issues to keep Product teams up to date on customers wants and need
• Learn on the job: we provide exceptional training and ongoing support but much of the work is hands-on and learn through "doing"
• Prepare and maintain Help Centre information such as written instructions and short videos on new and existing features
• Take on other projects or tasks outside of supporting customers, as needed
• Maintain consistent and open communication with manager and team members to ensurealignment on priorities and progress
• Build strong relationships with internal stakeholders (Product & Sales, Product)

The Perks:

We like to make sure the talent is well taken care of, and here are just some of the benefits you will enjoy:

• Top compensation based on expertise – we are only looking for top talent and pay accordingly.
• Long-term work from home + allowances - we let you work from the comfort of your home + with amazing allowances, you get to enjoy
• Reimbursable allowance of up to 15K for your home office setup
• Standard 5-day work week from Monday to Friday.
• Flat management style and open-door policy - no micromanagement and your voice is being heard
• Enrolment to HMO for a maximum of 3 immediate dependents on your 1st day.
• Incentive-based wellness program.
• Toastmasters, English Classes, and other learning opportunities.
• Free consultations with Arcanys registered nutritionist-dietitians.

Job Type: Full-time

Benefits:

• Company Christmas gift
• Company events
• Gym membership
• Health insurance
• Work from home

Work Location: Remote