Product Support Specialist

About this role

Hybrid position: working 3 days a week from our Sydney office Reports to: Head of Support Globally, 80% of workers don’t have a desk or an office. These workers are the backbone of the global economy, the people we interact with every day in stores, on buses, in our hospitals, delivering our parcels, and maintaining our buildings. The current generation of workplace technology doesn’t fit their needs, Blink enables those people to be productive, informed, and engaged while on the move.

We've built a fresh approach to an old problem. Our goal is to be the #1 choice for the mobile enterprise, to build the workplace "super-app" that brings together in one place the people and information that matter. We're motivated, positive and social; we're all different, but these traits tie us together. We work closely as a team and genuinely value each other's opinions. Most of all, we try and learn as much as we can from one another, through knowledge sharing and healthy debate.

💻 What will you be doing? You’ll be working as part of our Product Support team to take our customer-centric ethos to the next level, with a specific focus on product queries and technical issue escalations. We’re building a world-class Product Support function to ensure our customers and internal stakeholders are empowered to get the most value out of Blink and to provide them with high quality resolutions. We have two customer sets; our customers, and our internal colleagues - and so you should be comfortable in adapting your approach to helping these two audiences.

Responsibilities Include: Blink Product Expertise Internally recognised as Blink product experts, the go-to people to answer any tricky product questions Product domain specialisation, closely collaborating with the relevant Product Manager Provide expert input to Product teams by identifying improvements that reduce support requests or enhance user experience, contribute to the roadmap prioritisation and proactively updating documentation, help articles and internal knowledge resources Conduct internal and external feature enablement sessions Technical Support Delivering outstanding customer centric product and technical support that enhances customer perceptions of Blink and increases satisfaction, credibility and trust Managing technical support tickets from triage to resolution, delivering exceptional support to both end users and relevant stakeholders by promptly troubleshooting issues, managing expectations, and ensuring resolutions are delivered within agreed SLAs Providing outstanding internal support, helping internal teams in resolving technical queries with the product, manage escalations and deliver scalable solutions to avoid re-occurrences Resolution and Escalation Up-skilling in partnership with the rapid response engineering team to own more resolutions independently, leveraging the API and other tools provided to make updates in the back end systems Escalating requests to the relevant team, when necessary, ensuring appropriate priorisation, holding the internal stakeholders accountable for resolution and providing regular updates to the customer in accordance with our SLAs Empowering Customers through automation Identifying trends in tickets which require either documentation updates, ticketing system enhancements or other automations can provide a better end user experience.