What will I be doing?

• From our location in Brisbane, work with Zenoti customers in salons, spas, medical spas, and other beauty & wellness businesses to help them solve issues they have with using Zenoti, their daily operations system
• Serve as designated point of contact for customer reported issues and consult with account teams to resolve problems to enhance customer workflows
• Consult with customers to ensure their business operations run effectively on Zenoti
• Follow all defined processes in the team when working on issues
• Influence the direction of the product by providing feedback about any challenges the customers may face as they use our product
• Be proud of what you work on, and dedicated to the quality of the work you produce as you connect with your customers

What skills do I need?

• Innate curiosity that leads to conscientious and effective solutions
• A background and interest in technology and software infrastructure
• Familiarity with APIs, SQL, cloud computing, eCommerce solutions, or other SaaS platforms
• Demonstrable logical and problem-solving skills
• Self-sufficient and organized, with ability to effectively and independently lead efforts to manage complex customer issues and requests and escalations within a cross-functional team
• Excellent communication skills
• Able to thrive in a fast paced and evolving start-up environment
• Experience with Intercom and Atlassian suite (JIRA, Confluence) a plus
• Experience working with a global support team of diverse backgrounds a plus

Requirements

• 4-5 years professional experience, with 3 years experience in Technical Account Management, Technical Support or Help Desk role supporting in-browser SaaS enterprise applications
• Open to travel on short notice to customer locations when required (when safe to do so) up to 10%

Note: this position will operate from the Zenoti office in Brisbane (Eight Mile Plains)