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 play a key role in ensuring the users receive the assistance they need to effectively navigate the client's platform and improve customers’ overall journey.

Your responsibility will be regular troubleshooting and providing in-depth technical support for internal systems. You will provide guidance on various features and benefits, including those associated with other online platforms that the client integrates with.

In this position, you will engage with users through live chat, phone calls, email, and occasionally Zoom. You will also be required to do other tasks when not assisting customers.

The position is very team-oriented, requiring consistent interaction and support from your teammates in Support, while also allowing for periods of independent work. Collaboration outside of your immediate team is also essential in this role, as you will work very closely and overlap customers with other teams, facilitating the smooth transfer of queries between departments. Your dedication to the customer’s success will be vital in framing their overall experience with the company.

Qualifications:

• Minimum 3 years full-time experience in a Customer Support role; servicing Australian, New Zealand or United States customers. Experience in digital media, SaaS or Real Estate products favourable.
  
• Tech savvy - Minimum 2 years full-time in a Technical Support role or alternatively, be proficient with a variety of systems including Hubspot and proven experience trouble shooting software and fixing issues for customers. This is a MUST.
  
• Excellent verbal and written communication skills to clearly convey information to clients via phone, email, chat or Zoom meetings
  
• 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

Key Responsibilities:

• Efficiently and confidently respond to customers via live chat, phone, email and on Zoom meetings
• Educate and train clients on all features
• Investigate and work to fix technical problems as well as log issues with other  teams and external providers, while keeping the customers updated throughout the process
• Handle disgruntled customers, using judgment to escalate to senior team members or manager as needed
• 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 other team members to ensure alignment on priorities and progress
• Build strong relationships with internal stakeholders (Product & Sales, Product)
• Participate in meetings and forums to provide feedback on trends and issues to keep Product teams up to date on customers wants and need

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.