Customer Support Specialist - Sydney, Australia (Remote)

Recollective Inc. is the leading provider of online research software for conducting qualitative research studies and fostering strategic customer insight communities. Launched in 2011, Recollective is recognized in the top 10 in the 2024 GRIT50 ranking of the world’s most innovative suppliers in the market research industry. Thousands of the world’s most innovative market research agencies and enterprises choose Recollective.



As a fast growing tech company headquartered in Ottawa, Canada, we have very ambitious goals and we’re not slowing down. We like to dream big, get things done and have fun while doing it.



We are expanding our global footprint and are excited to be establishing an Australia-based operation, serving our existing and prospective clients in Australia and Eastern Asia.



Find out more about us and our story here!



Who You Are



As our first local hire in Sydney, you’ll join a small on-site team and play a key role in establishing our presence while collaborating remotely with our larger global team As a Customer Support Specialist you'll play a vital role in our operations as a Recollective software expert able to both educate and rapidly execute solutions for our global customers.



You will interact with customers every day, from providing technical consultation support that might include functionality or other product inquiries, conducting platform pre-launch check reviews or impromptu online sessions to develop effective workaround solutions to meet their research needs.



You will also manage the implementation of customer research projects on the Recollective platform. This includes programming research guides, onboarding participants, resolving technical issues, and collaborating with the Recollective Sales team and other internal stakeholders to deliver complex projects successfully.



If you thrive in an environment that allows you to take ownership, operate independently, and quickly make an impact, then you're the self-starter we're looking for.



Role Responsibilities



Manage and resolve customer support issues using email, phone and live video sessions, documenting everything in our CRM support platform
Provide technical support/troubleshooting for customer inquiries and escalate cases to appropriate internal teams as required
Assist customers in achieving successful outcomes with Recollective through project reviews, tailored guidance, and project implementation
Provide discrete in-app support during live research sessions for customers
Contribute to the maintenance of Recollective’s internal and customer-facing knowledge bases, creating written content as needed
Your secondary responsibilities will be:
Lead the implementation of customer services to ensure projects are delivered to the highest standard and customized to meet each customer’s unique needs.
Manage the project schedule, scope and effort ensuring projects are completed on time and to the customer’s satisfaction.
Document customer experiences and formal feedback
Support and collaborate with Recollective's product and sales teams
Invest in further growth and development with a continuous learning mindset
Contribute to a growing collection of Recollective platform knowledge and training resources
Take on other special projects that spark your interest and advance the company


Required Skills and Experience



A minimum of 2 years of experience working in an implementation or professional customer-facing role. Experience in market research-related field would be an asset
University or College degree or diploma in any discipline. Education in a market research-related field would be an asset
Excellent written and oral communications skills, with a demonstrated ability to build and establish relationships with experienced professionals across all departments
Ability to accurately problem solve by understanding a work-related problem or situation, and taking action to resolve it appropriately
Excellent coordination, project management, and organizational skills; able to drive multiple projects at once
Flexibility with changing programs and processes; a willingness to dive deep, experiment rapidly and get things done
Proficiency in English is a requirement for this role. Preference will be given to candidates who are also fluent in Spanish or French
Advanced computer literacy and experience with cloud-based office software such as Google Office Suite or MS Office. Knowledge of CRM systems (Salesforce) is a strong advantage
Ability to empathize with the customer and provide an exceptional support experience
Self-starter with a customer-obsessed mindset that is able to work independently, effectively and is committed to customer satisfaction and continuous learning
Experience leading live video and screen sharing sessions is an asset


Location



This is a remote-working position, open to any applicant based in Sydney, Australia.



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Working at Recollective



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