Service Desk Specialist

Service Desk Specialist

Department: Customer Operations- Support Employment Type: Full Time Location: Remote New Zealand Reporting To: Service Desk Manager

Description

CartonCloud is a SaaS company based in the Gold Coast, Australia. We build warehouse management and transport management products that genuinely delight our customers, improving their daily operations in the supply chain and logistics industry. We set our people up to succeed and ensure they are equipped to solve the problems of the future, whilst recognising that fun and laughter are equally important! We recently launched our software into the North American market and have a keen interest in continually building our market share globally!

Our Role

We are looking to expand our Service Desk team in Australia or New Zealand! Whilst our warehousing and distribution solutions offer our customers incredibly simple solutions, the software itself is rich and complex. Our customers appreciate the quality of support our team provides in setting them up to succeed and realise the significant benefits we enable. This role is level 1 and 2 support, where you will be the first point of contact for customer incidents and requests. You will assess, triage and qualify each request, escalating to the appropriate resources and teams when required. Ideally, you will be based in the East Australian time zone, to allow for some crossover with our Australian and North American team. Key responsibilities will include:

• Provide first point response to customer enquiries through the Customer Support function (email, portal, callback system).
• Investigate, troubleshoot, manage and resolve support enquiries.
• Work with the development team on technical issues and bugs including troubleshooting, reproduction and providing diagnostic information.
• Manage customer communications for all of the above responsibilities.
• Work with Content and Documentation team to identify potential areas of improvement of the CartonCloud content library.
• Work with the Customer Operations Team and key stakeholders in identifying customers requiring further technical training of the CartonCloud software.
• Provide feedback for the implementation, product management, integrations and marketing teams on client requirements and opportunities for process improvements.

To be successful, we are looking for:

• Exceptional focus on customer service, creating a supportive experience to ensure successful use of the system.
• Previous experience in the supply chain and logistics industry is required, ideally as a superuser of WMS or TMS systems.
• Demonstrated ability to quickly understand the high-level issue, and define and escalate the problem for technical and non-technical stakeholders.
• Ability to triage and prioritise actions in a fast-paced, high volume and autonomous role.
• A collaborative approach to working with our team to identify further opportunities for product improvement.
• Exceptional communication skills and strong attention to detail, maintaining a high level of data integrity in our service desk platform.

If this ad has sparked some joy, we encourage you to have a chat, whether it be about this role or future possibilities at CartonCloud. Please go ahead and express your interest by applying now.

Benefits

Here at CartonCloud we have ambitious growth plans and will support you to expand your skill set to tackle new challenges. You will have the option to be based at our HQ in Burleigh Heads on the Gold Coast or work remotely in Australia or New Zealand. We appreciate your time in applying and we are committed to responding to every application received. We offer market-competitive salary packages, along with a suite of additional benefits including an extensive parental leave policy, support for home office setup, wellness allowance and more! We encourage and promote a positive and inclusive workplace, one in which the talent and strengths of our increasingly diverse workforce are welcomed, further developed and manifested in our work. #J-18808-Ljbffr