Support Analyst - SC Training

SafetyCulture is an Australian-based, international tech scale-up. We create SaaS solutions that empower front line workers to drive operational excellence and take ownership of their safety and wellbeing. The SC app was launched in 2012 to solve a global problem. Reduce workplace injuries and help frontline workers get home safely to their families. Fast forward 7 years, and we have hundreds of thousands of workers in over 150 countries using our platform, conducting millions of inspections every month. We're excited to have a largely untapped global market and ambitious goals to reach 100 million workers. We're looking for talented and mission-driven people to drive that growth. Do you want to help redefine the way people learn at work Come join our team of passionate people on a mission to democratise learning and become the world's largest mobile learning platform. Our goal is to enable millions of people around the world to have access to learning to up-skill themselves. Check out the story here. But wait, what is EdApp EdApp is a world-leading mobile microlearning learning management system (LMS) with an integrated authoring tool, editable content library, delivery app, rewards & analytics - all designed for today's digital habits so that organisations can up-skill and train their employees in rapid time. We are customer-obsessed and our customers love us (Don't just take my word for it - check out the reviews yourself). EdApp is part of the SafetyCulture group, an Australian tech unicorn valued at AUD $2.2 billion, and we are backed by the same venture capitalists who invest in Canva, Spotify and Slack. We are in the exciting stages of scaling rapidly and establishing ourselves as the go-to platform for learning worldwide. We have a diverse, humble and progressive company culture, with offices in New York, London, Manila and Sydney. Watch this video for a snippet into life at EdApp. The Role EdApp is looking for our first-ever team of Customer Support Specialists to champion the high standard of excellence demonstrated by our team on a daily basis. Our support analysts embody our core values and serve as our brand's representatives by helping our customers get the most out of EdApp. What You'll Be Doing Responding to our EdApp customers related concerns through our live chat and emails based on protocols and current metrics. Documenting customer inquiries on all platforms, making sure they're accurate, complete, and compliant with our quality framework (chat, email) Project managing the production of training courses for our customers - ensuring fast delivery and turnaround of courses developed as part of their subscriptions. This includes reviewing course materials, gathering feedback, and ensuring all customers utilize our course production service. Raising issues and customer queries through our ticket management system and following up for timely resolutions Assisting in account set-up tasks for onboarding new customers Educating our customers about the company, EdApp features as well as providing product updates that concern customer experience. Walking customers through any difficulties they may encounter in the EdApp, and providing basic troubleshooting. Arming customers with product knowledge and the technical know-how to ultimately make them self-sufficient EdApp champions of their respective organizations. Researching relevant information using EdApp prescribed and approved resources. Do you want to help redefine the way people learn at work Come join our team of passionate people on a mission to democratize learning and become the world's largest mobile learning platform. Our goal is to enable millions of people around the world to have access to learning to up-skill themselves. Check out the story here. HYBRID SET-UP! As part of the Support Team working across 3 different shifts (APAC, EMEA, and AMER), you will be required to rotate assigned shifts from time to time APAC (6AM-3PM)EMEA (2PM-11PM)NA (10PM-7AM) Location We are located on the 27th Floor SM Aura Office Tower, 26th Street corner McKinley Parkway, Bonifacio Global City, Taguig City . Situated in the heart of the premier business district of Manila, a variety of malls, restaurants, cafes, and fast food joints are easily accessible and within walking distance from our office . Check out our Facebook and Instagram pages to get a glimpse of the SafetyCulture life! The Company SafetyCulture is a customer and product-driven company with an ambitious mission: empower front line workers to drive operational excellence and take ownership of their safety and wellbeing. The company started in Townsville, our HQ is in Sydney, and we have offices in Kansas City, Manchester, Amsterdam and Manila. Our first product, the SC app, is a mobile platform that helps teams around the world carry out inspections and spot issues quickly and easily. The knock-on effects are huge: by surfacing exactly what matters, people in teams can act to improve their business, raising their game, again and again. From boutique hotels to space exploration companies, millions are discovering the positive impact this app can have on their teams and performance every day. Today there are more than 25,000 companies that pay for our products, carrying out millions of inspections per month. This is an exciting time in SafetyCulture's history. We now have roughly 400 mission-obsessed people driving outcomes for our customers. We have a strong senior leadership team with experience taking start-ups through the critical scale-up phase. We've raised more than $150 million in funding, which will be used to evolve the product into an alerts platform for distributed teams, and expansion into insurance, sensors and IoT, and telematics for fleets. The goal is to have 100 million people using our products every day. At SafetyCulture, we respect and appreciate what makes each of our team members different in terms of gender, age, ethnicity, religion, disability or sexual orientation. We unite to support one another as allies and we take deliberate steps to ensure that our people feel like they belong and can thrive at work each day. You can find out more about life at SafetyCulture via Youtube , Twitter , Instagram and LinkedIn .