Customer Support Specialist - Tech - Fully Remote

Do you enjoy working independently and remotely, yet still being part of a small, supportive global team 

Do you like solving problems and working with customers in a fast-paced environment If so, read on.

About Us

At Compono, we're more than a tech company. We're trusted partners for businesses and people leaders across diverse sectors, giving them technology that removes guesswork and drives better people decisions. Our suite of SaaS products includes:  

• idibu: A leading job multi-posting platform that simplifies recruitment workflows and takes the manual work out of managing applications  
• Hire: An applicant tracking system (ATS) that gives you the people insight most hiring tools can't deliver  
• Engage: A culture and engagement platform that shows you what to fix, not just what's wrong  
• Develop: A learning management system (LMS) that builds capability, not just completion rates and tick boxes  
• Assure: A competency and assessment platform that proves your people are actually capable, not just certified on paper

Headquartered in Brisbane, Australia, Compono has a globally distributed team spanning seven countries, all committed to our clients success.

We're hiring a Customer Support Specialist for our idibu team, based in the Philippines (fully remote), to strengthen our support coverage across the APAC region, whilst helping us look after our European customers too. This is a genuinely global role: you'll be the first point of contact for customers across two time zones, working directly and in collaboration with our European Customer Support Specialists to keep response times tight and our customers looked after.

What the role covers

You'll provide 1st level technical support to a portfolio of recruitment agency clients across the APAC region, split roughly 60% APAC and 40% European clients. You'll handle technical questions, troubleshoot issues across webchat, phone and email, and make sure nothing falls through the cracks between our support team, developers and product managers.

Hours

Your hours are time-zone-aligned to cover both APAC and European time zones. This will include 8 hours daily (6am - 2pm UK time), which is 1:00 pm – 9:00 pm in the Philippines.

Day to day, you will;  

• Provide first-line support for customers using idibu products, across webchat, phone and email  
• Log, categorise and track incidents in our ticketing system, working to defined SLAs  
• Work out the root cause of a customer's issue and escalate with the right severity level attached  
• Keep ownership of an incident until it's resolved or handed off to the right team  
• Work with our APAC & European Customer Support Specialists to manage frontline inquiries and cut response times  
• Report on KPIs monthly and flag any risks early  
• Maintain and update our knowledge base as the product changes  
• Help spot gaps in our documentation and processes, and pitch in on fixing them

What you will bring:   

• At least 2 years in customer support across phone, email, helpdesk software and webchat  
• A technical background, ideally in a SaaS environment  
• Experience supporting both B2B customers  
• The ability to break down and explain technical issues clearly and simply.  
• Comfort working across different operating systems, browsers and web-based tools  
• The ability to stay calm and professional under pressure  
• Knowledge of JIRA, and familiarity with Zendesk, or Helpscout, will help you hit the ground running  
• Prior exposure to HR or recruitment products is a strong plus, though not essential

Sound like you Complete a Hire Profile now. 

If you have a passion for supporting customers and get maximum value from their software, we encourage you to apply via completing a Compono profile. Full training is provided, and we value people with a growth mindset.