Customer Support Technician



IT, Customer Service
Posted on Tuesday, July 11, 2023
Perth · Hybrid Remote

Customer Support Technician

We usually respond within a week

Are you looking to join a rapidly growing SaaS company with a global customer list of well-known, household brands? Are you looking to join an organization where you can make a difference and your accomplishments are recognized and appreciated? Are you looking to grow in a fast-paced and exciting environment while learning from an executive team of proven and successful SaaS professionals?

If that sounds like you, come to JRNI and let’s grow together!

We're building a culture at JRNI where amazing people (like you) do their best work. If you're ready to grow your career and help organizations along with their growth, you've come to the right place.

About Us:

JRNI delivers an enterprise Customer Experience and Engagement platform for scheduling and managing personalized experiences, at scale. JRNI’s platform dramatically increases customer conversions, satisfaction, and loyalty while expanding interactions and managing staffing efficiency and profitability. JRNI’s offerings are used by some of the world’s largest retailers and financial institutions including HSBC, Peloton, Tiffany & Co. and Urban Outfitters, among others.

You Will:

  • Respond to technical queries from customers and prospects.
  • Use your initiative to diagnose and solve platform issues.
  • Assist with the configuration of customer booking systems and test changes to the platform.
  • Log and keep records of customer queries using ZenDesk and JIRA.
  • Follow up, build rapport, and make scheduled call-backs to customers where necessary.
  • Identify and escalate priority issues; redirect problems to appropriate internal contacts for resolution.
  • Collaborate with other departments such as Engineering and Development and the rest of the global support team.
  • Work in a rotating shift pattern, alongside other members of the L1 Support Team, providing 24/7 coverage for our clients.

About you:

You’re a strong communicator and you really enjoy seeing a task through to the end. You’re technically minded and can give examples of where you’ve had to use an out-of-the-box approach to solve an issue. You’ve got experience working within a complex bespoke SaaS or Software company and you’ve got a solid level of commercial and technical understanding.

  • 3+ years experience supporting enterprise-level SaaS clients.
  • The ability to confidently support Enterprise clients.
  • Excellent communication skills in both written and spoken English.
  • The ability to develop an in-depth understanding of a bespoke software product and show a basic knowledge of HTML / CSS or other coding languages.
  • Experience building relationships with customers and with your peers across the business.
  • Have experience with Zendesk, Jira or equivalent bug-tracking software.

    If this sounds like you, we’d love to hear from you! Our strong, values-driven culture makes JRNI a great place to work! We care deeply about the growth and happiness of every member of our team. If you’d like to help us drive this even further, then please apply now!

    The above noted job description is not intended to describe, in detail, the multitude of tasks that may be assigned but rather to give you a general sense of the responsibilities and expectations of this position. As the nature of business demands change so, too, may the essential functions of this position.

    Remote status
    Hybrid Remote


    Perks & Benefits

    • Health Insurance Programs & well-being initiatives 🧠

    • Vacation, Annual Leave and other time off 🌎

    • Pension Scheme (UK), SuperAnnuation (Oz) & 401K Plan (US) ☔

    • Stock Options 💵

    • Learning & Development 📚

    • Flexible working options 🏡

    • Regular social and inclusivity events 😎

    Workplace & Culture

    Our mission is to enable companies to build powerful human-to-human experiences.

    JRNI is reinventing how companies build vital customer connections through our talent, technology, and expertise. Because of our culture of togetherness and inclusion, we support and encourage our team to live our values.

    Connect with us to be the first to hear about new roles as they become available.

    About JRNI

    Collaborate with like-minded teammates to create things you'll actually give a damn about.

    We believe in spending more time doing the things you're passionate about, and less time on the things you do just because you have to.

    This belief is at the heart of our company mission, and inside JRNI, the same is true of our team.

    Perth · Hybrid Remote

    Customer Support Technician

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