Customer Service Representative

Job Role: Customer Service Representative

Location: Australia (Remote)

Role Type: Contract Role

Job Description:

Deliver high-quality customer support via phone, chat, and email , focusing on empathy, first-time resolution (FTR), and high CSAT

Troubleshoot software issues and guide customers on both “how-to” and best-practice usage of the platform

Support studios using Studio Pro (SP) for registration, billing, payments, and daily operations

Collaborate closely with Development and QA teams to resolve issues efficiently

Analyse recurring issues and customer trends, sharing insights with Product and Engineering for continuous improvement

Create and maintain FAQs, help articles, and knowledge-base documentation

Capture production issues, feature requests, and user stories with clear requirements

Work in a fast-paced, dynamic SaaS environment , i...