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Customer Support Analyst

Dribl


  • Sydney New South Wales Australia
  • Full Time
3 Aug 2024
Applications 0

Description

ABOUT US

Built from the ground up for football, DRIBL is the fastest growing and most advanced digital football management system, with an overarching mission to build and deliver the best football management platform in the world.

We’re an Australian, cloud-based Software as a Service (SaaS) platform, servicing football organisations across Australia and internationally, with many more new partners scheduled to join our platform for the 2025 season.

ABOUT THE OPPORTUNITY

Our Customer Support Team is responsible for ensuring that we’re supporting and solving technical problems for our customers and giving them experiences that enhance and strengthen their use of DRIBL. We’re growing quickly and as our volume of members continues to grow, our Customer Support Team is vital in providing timely and accurate responses to meet the evolving needs of our partners and football community.

We’re looking forward to a great new Dribler joining our team on a full-time / permanent basis and want to empower them to achieve great things with us. In return we’re offering the opportunity to:

  • Be part of an organisation that genuinely believes in its mission to create a stronger foundation in football and help elevate the game at all levels
  • Access true career development and progression opportunities driven by fast business growth
  • Make a meaningful contribution to our partners and end users
  • Work alongside talented, passionate and fun colleagues
  • Flexible working hours and casual dress

Key responsibilities

  • Provide exceptional service and support to our clients and end users via phone and email for technical issues across using the DRIBL platform for member registrations, competition management and referee rostering.
  • Be the first point of contact for technical support and take ownership for diagnosing and solving problems from start to finish
  • Appropriately escalate queries and collaborate with other team members to resolve complex requests
  • Become a ‘super-user’ of DRIBL and associated technology solutions.
  • Help us meet individual and team efficacy metrics, including SLAs, first response times, and customer effort scores
  • Become an expert on Dribl’s products and features whilst also practicing your empathy to support our members
  • Onboarding new clients onto the DRIBL platform

ABOUT YOU

If you have experience in football administration, passionate about football and technology and are looking to make the move to a growing company making a real, positive difference, the this role might be for you.

Experience, Skills and Qualifications: 

  • You have a background in football administration and enjoyed the challenges of the role
  • Proven ability to work and solve problems in high pressure environments
  • Understanding of football
  • Comfortable working with technology, and willing to learn new technology skills
  • Ability to demonstrate a high attention to detail in fast-moving environments.
  • You’re customer-focused and love the sense of satisfaction that comes with solving problems and responding to the needs of our growing customer base
  • You possess strong written and verbal communication skills and enjoy engaging with customers on the phone and able to engage in both technical and business conversations
  • You’re results-oriented and thrive in metrics-driven environments - you’re always striving to maintain a high customer satisfaction score or reduce your average solution time for customer queries
  • You’re committed to working in customer support for at least two years, and enjoy everything that comes along with customer care roles
  • You are passionate about service delivery and are ready to assist and help our partners succeed

Additional Requirements: 

  • Full working rights in Australia (No sponsorship opportunitites)
  • Valid drivers license
  • Working with children check (paid/employee) or state-based equivalent 
  • Out of hours and weekend work as required

Essential Requirements

  • Drivers Licence

Desirable Criteria

Application Instruction

Applicants must hold or prior to commencing employment be willing to obtain a current and valid Working with Children’s Check. All applicants are subject to reference and identity checks, verification of Working with Children Check Card as part of the recruitment process.

Click APPLY and attach a covering letter and current resume.

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