Company Description
We started with a simple idea—that everyone should be able to accept credit cards—and we’ve been rethinking buying and selling ever since.

For sellers, we’re creating one cohesive service to run your entire business, from a register in your pocket to analytics on your laptop. For buyers, we’re making it faster to order from the businesses you love and more fun to pay your friends back.

Buying and selling sound like simple things—and they should be. Somewhere along the way, they got complicated. We’re working hard to make commerce easy for everyone.
Job Description
Great customer support is provided by both people and products. We are seeking a highly motivated, reliable and resourceful individual who is dedicated to providing the highest level of support with every customer interaction. They will use their proximity to customer issues to propose solutions that will continually improve the customer experience, while working to optimise and scale team processes and policies. The ideal candidate is a determined advocate of our customers, a creative problem-solver, and a collaborative team member who is adept at dealing with fast changing environments. This person is energised by working with people, while still being a strong independent worker.

You will:

Effectively solve customer enquiries via email, phone, Twitter and chat
Connect with merchants to discuss their needs and how Square products can help them grow their business
Identify, document, and follow-up with engineers on product bugs and features, taking ownership of customer’s issues when required
Analyse trends in customer issues and suggest improvements to processes, policies, and products
Identify and draft improvements to online help content and internal documentation
Collaborate with members of other teams to identify answers and be a resource to teammates
Complete other tasks as directed from time to time by a Support Lead
You have:
A university bachelor's degree
Genuine curiousity about people, technology and business, while possessing the ability to inspire passion in others
Ability to customise the support experience to the needs of individual customers
Comfort with ambiguity and resilient when facing rapid change
Strong organisational, analytical, written, and verbal communication skills, with evidence of previous customer service experience and technical ability being highly regarded
Superb attention to detail
The ability to adapt to new situations quickly and think on your feet
Excellent time-management skills
A desire to help people and improve the customer experience
A passion for startups and for simplifying the buying and selling experience
The ability to work weekends as part of a rotating schedule
The ability to work public holidays as needed
Working hours flexibility
Even better:

Experience handling sales enquiries over the phone or email
Sound knowledge of social media including Twitter and Facebook
Work background that includes providing technical support over the phone
Additional Information
A cover letter is essential. Please indicate your career goals and how Customer Support at Square fits into your career roadmap.

To be eligible for this position you must have appropriate Australian or New Zealand working rights.

3 days ago

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