Kounta is hiring a

Customer Support Specialist

Sydney, Australia
Full-Time
A customer centric champion who thrives on providing high level service via many popular channels including email, phone, chat, forums and social media.

Kounta

  • Kounta is the go-to platform for Hospitality.
  • We create products for (and by) people who love to produce, sell and share great food and drink, so they can connect better, work faster, and smarter, and keep growing.
  • Our first product is a Point of Sale (POS) system, but there is so much more to it than just that...

Your Responsibilities

  • Have enthusiastic, positive and knowledgeable interactions with customers, partners and Kounta team members, maintaining Kounta’s Gold Class standard for support
  • Participate in a 24x7 roster to support our global customer base with periodic after hours assistance
  • Be highly available across Kounta’s support channels
  • Maintain customer health and retention by responding to red flags in coordination with our Account Managers
  • Assist our Education team in the enhancement of the Kounta Support Centre
  • Involvement in the review and deployment of new Kounta platform releases
  • Assist with the identification, reproduction and escalation of product issues and bugs to the Quality Assurance team, tracking through to resolution with each customer, partner and Kounta team member
  • Advocate and promote improvements to our products and services from frontline customer feedback to the Support Manager

Your Experience

  • Proven technical support and customer service experience (3-5 years)
  • Experience in common Phone, Email, Ticketing and Live Chat platforms
  • Strong knowledge in online, mobile and desktop platforms; iOS, Android, OSX, Windows
  • Familiarity with the concept of an API as a method to extend and connect applications
  • Experience troubleshooting in a SaaS or PaaS environment with a frequent deployment and update schedule
  • Basic networking knowledge (LAN/WAN, Routing, Wireless technologies, Setup & Config)SQL and Cloud Infrastructure knowledge is a plus

Perks

  • Brew up? Coffee from Australia’s finest roasters in house, with our very own coffee experts floating around to teach you a trick or two (think Mecca, Sample, Allpress).
  • Weekly tastings of delicious products our customers create (think Messina, Young Henrys, Porteno, Sonoma).
  • Relax and limber up with weekly Yoga sessions
  • Friday feasting! Food from a different Kounta customer every week, drinks, industry masterclasses, industry expert sessions hosted by our customers, and team chatter every Friday at 4:30
  • Convenient location in Chippendale
  • Amazing new, large office in a converted warehouse

Kounta hires the best and brightest - only apply if you're a premier league championship winning player.

You will be joining a bright and experienced team who love what they are doing to create a unique experience for our customers.

To all recruitment agencies: Kounta does not accept agency resumes. Please do not forward resumes to Kounta employees or any other company location. Kounta is not responsible for any fees related to unsolicited resumes.

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