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Posted over 1 year ago

Awesome opportunity to join a fast-growth global startup with a great product! Flexibility to work remotely with a friendly team.Award Force (www.awardforce.com) is a fast-growing Australian SaaS company with a great product, expanding internationally. We are looking for an entry level support person who can provide fast, technically accurate and friendly support to our North American client base. About usAward Force is the industry-leading cloud software for organisers of awards, grants, scholarships and pitch competitions to manage submission, evaluation and award of results, online.We provide the platform to accept awards entries/applications, allocate them to judges/evaluators who then do their judging online, all the while providing organisers clear visibility on how their program is going.Since launching in Australia late 2013, we’ve had an outstanding market response and we’re now supporting a growing list of clients across Asia Pacific, Europe, North & South America and the Middle East. Award Force is a beautifully designed, high quality system and we make sure all our clients have a fantastic experience!Our growing team is distributed across 22 cities in 13 countries, mostly working from home offices.  We use a range of internet-based tools for communication and collaboration which help our teams work closely over global distance and time zones. We’re an energetic group of intelligent, creative people, driven by high standards and are passionate about creating and delivering an exceptional product and service.EssentialsYou’re located anywhere in North AmericaNative English speaker (or 100% fluent), bi-lingual is a bonus!You are a fast learner and demonstrate the highest levels of transparency and work ethicsYou love solving problems and helping others solve theirs You have a natural aptitude with technology, experience with SaaS and are able to learn new systems quicklyYou’re curious and love learning. If you don’t know something, you speak up, and if you have an idea for improvement you can’t keep quiet!You’re super organised and process oriented. You will be comfortable using multiple tools for various aspects of the roleYou have fantastic interpersonal skills and are an excellent communicator, verbal and written. You are not hesitant to jump on a call with a client if need beYou have the ability to communicate complex issues in plain languageYou’re calm in high-pressure situationsYou can work independently, are self-motivated, but enjoy being part of a teamYou write in well-constructed sentences and pay attention to detailWorking remotely suits you perfectly,  your natural work ethic and passion for helping people will keep you motivated!You will be flexible to attend meetings outside of usual working hours on scheduled daysYou have access to fast, reliable internet and a dedicated space to work without distractionsWhat we offer Full-time role, based remotelyCompetitive salaryFriendly, sociable, mature, responsible team Lots of training and excellent internal supportThe opportunity to learn new skills and develop professionally - we encourage side-projects!Your birthday is a holiday every year20 days annual leave38-hour working week, Monday - Friday (your weekends are yours!)A budget for computer equipment (pending 3-month probationary period)Your role Based anywhere in North America, you will be communicating with colleagues and clients alike across countries, cultures and time zones on a daily basis.You’ll love this role if you’re self-motivated, genuinely enjoy helping people and solving problems. Lots of energy, confidence with technology and a sense of humour are a must!Like any good startup, it can get messy— responses may be required at odd hours, and our processes are always evolving. You’ll be part of this too. If you have a great idea, let’s test it out! We’re not big on bureaucracy, only results.  We don’t expect you to be a slave to your chair, but you will need to be flexible. The best part about Award Force? It’s really fun :) It’s a fantastic product, and the people we speak with are diverse and lovely. We work in the recognition industry— every day we help our clients uncover and reward everyday people doing exceptional things!ResponsibilitiesProduct Support:Be the first port of call on all inbound support queries via email/tickets, phone and (later), chat. You’ll be responsible for 100% resolution of 1st level support issuesAdhere to our consistent (and proud!) first-time-reply metric Provide technically accurate responses after carefully testing necessary scenariosWrite support articles for the knowledge baseAdvise best practices, introduce new features and keep your finger on how clients are feeling about Award ForceWork with the engineering team to resolve bugs and follow through with updates Work closely with the regional CSM on renewal risksBe amazing with clients:Respond quickly every time to 'wow' the clientsAble to really listen to people, get to the heart of the issue and see it through to resolutionConvey appreciation and respect to our clients at all timesStrive to build trusting relationships based on honesty and transparencyContribute to continuous improvement:Identify and report common user issues for product improvementIdentify and fill gaps in support documentationBe on the lookout for anything that can be better