Support Specialist

Your Role

As a Support Specialist in Australia, you'll work directly with our users in Asia-Pacific (APAC) with a key focus on our growing customer base in China. You'll be our users' first point of contact, answering calls and emails about all of our products and features, ranging from how-to questions to technical troubleshooting. 

As a global support team, we deliver game-changing support experiences for teams, athletes and fans. Our customers come to us to enhance their game—you’ll make sure they know how to use Hudl in the best way possible. You’ll act as an internal advocate for evolving customer needs while teaming up with our product teams to surface customer insights.

For this role, we're currently considering candidates who live within a commuting distance of our offices in Sydney or Melbourne, Australia. With our flexible work policy, there aren't any current requirements for the number of days you come to the office.

Must-Haves

• A problem solver. You can easily put yourself in someone else's shoes to find them the best solution.
• Eager. You want to work directly with our customers to help them achieve their goals.
• A confident communicator. You're able to relay solutions with a clear approach and a human touch, both through email and on the phone. You’ll ensure issues with varying degrees of technical complexity are resolved or elevated.
• Flexible. You show composure and resilience in a fast-paced, ever-changing environment. Our customers sometimes need us during game days, which means working some weekends.
• A good listener. You have the ability to empathise with our users and respond with creative solutions.
• A team player. You’ll act as an internal advocate for evolving customer needs while collaborating with our product teams to surface customer insights
• Bilingual. You are fluent in English and are able to demonstrate a professional level of written and verbal Mandarin. Any additional languages are a plus.

Nice-to-Haves

• Customer-support experience. You'll be our users' first point of contact, answering calls and emails about our products and features—ranging from how-to questions to technical troubleshooting.
• Product knowledge. Our clients come to us to enhance their game—you’ll make sure they know how to use Hudl in the best way possible.

Our Role

• Champion work-life harmony. We’ll give you the flexibility you need in your work life (e.g., flexible vacation time above any required statutory leave, company-wide holidays and timeout (meeting-free) days, remote work options and more) so you can enjoy your personal life too.
• Guarantee autonomy. We have an open, honest culture and we trust our people from day one. Your team will support you, but you’ll own your work and have the agency to try new ideas.
• Encourage career growth. We’re lifelong learners who encourage professional development. We’ll give you tons of resources and opportunities to keep growing.
• Provide an environment to help you succeed. We've invested in our offices, designing incredible spaces with our employees in mind. But whether you’re at the office or working remotely, we’ll provide you the tech you need to do your best work.
• Support your wellbeing. Depending on location, we offer medical and retirement benefits for employees—but no matter where you’re located, we have resources like our Employee Assistance Program and employee resource groups to support your mental health.

Compensation

Last updated on Aug 23, 2024