Envato

About Envato

(View All Jobs) (https://envato.com/careers/) (http://www.envato.com/careers/open-jobs) Welcome! We're so happy you found us. Since you've come this far, it's safe to say you're curious about our story and what career opportunities exist, so we'd love to start by introducing ourselves. Then & Now Ourstory (https://envato.com/blog/the-story-of-envato/) starts in 2006 with three founders in a Sydney garage (no, we're not kidding). Born from a desire to earn a living doing what they loved, with theflexibility (https://envato.com/blog/flexibility-at-the-heart-of-life-at-envato/) to do it from anywhere, Envato set out to create an online community for buying and selling creative digital assets. Nearly 13 years later, we're profitable and still totally bootstrapped. This allows us to stay super experimental and totally focused on the best interests of our authors & customers around the world. We've built marketplaces where anyone can buy and sell the creative assets they need to complete their projects faster. Our community can now buy millions of different kinds of assets onEnvato Market (https://themeforest.net/), or subscribe to the #1 unlimited subscription service for creatives,Envato Elements (https://elements.envato.com/). Every day, these products continue to help everyone from freelancers to small business owners and agencies get their creative projects done. While we are known and loved within the digital professional community globally, where our authors have earned over$750 million (http://press.envato.com/172514-envato-closes-in-on-1-billion-usd-in-community-earnings), we also want to be a place where anyone can Make with Envato. Alongside Market & Elements, our portfolio also includesMilkshake (https://milkshake.app/), a website builder for Instagrammers,Placeit (https://placeit.net/), a smart template tool for logos, mockups, graphic design & more,Mixkit (https://mixkit.co/), for free stock footage and animation, and most recently,Twenty20 (https://www.twenty20.com/), a stock-photo subscription service. With over 600 people globally, we have offices inGuadalajara, Mexico (https://envato.com/blog/placeit-joins-envato/) &Los Angeles (https://envato.com/blog/twenty20-joins-the-envato-family/), alongside our funky Melbourne HQ. We pride ourselves on being super remote friendly, with a staffing population just as diverse as the global community that use our products. To keep this sustainable as we scale, we support people to work from anywhere, whether that's the beach in Croatia, on the Mornington Peninsula, or from their living room. What you'll be doing The Level 2 Customer Success Officer is a key customer facing role responsible for providing a high value customer experience to users of Envato's platforms. The Customer Success Officer will be responsible for responding to enquiries through a variety of online channels with a focus on engaging and productive dialogue, identifying needs quickly and correctly and presenting solutions in a timely manner. This is a fixed term 12 month contract role based in our Melbourne HQ. Use Envato support channels to respond to customer matters as required and directed by Customer Success leadership Use product and systems knowledge and customer service skills to troubleshoot and resolve enquiries and achieve outcomes in line with Envato values and business goals. Take action to solve problems and respond to high priority situations in a timely manner when needed. Compose positive, personal and customer centric responses for all Envato customers across our brands Contribute to achieving the productivity and quality goals of the Customer Success Team Participate in 'test' or pilot workflows for new products and new businesses where SOPs and documentation may not exist or be complete. Triage enquiries with a lense to identify trends or emerging issues and escalate to Management where appropriate Cover support tickets for other teams where volumes or staff numbers require it, as instructed Accurately track hours and tasks daily Remain up to date with business changes that affect your role Actively participate in continuous improvement; taking on board feedback and making adjustments to achieve desired outcomes. Lead by example promoting the Envato values to a global audience Contribute to the ongoing learning and success of your team through training, upskilling and sharing of knowledge. Assist with process improvement and updates to our public facing help centre, as appropriate Make positive contributions to the team and internal community by participating in internal discussion and meetings especially where feedback is requested (note some of these may be outside of standard business hours due to the Global set up of the team) What we're looking for Minimum of two years experience in a support or customer service role or demonstrated customer service skillsReliable and able to work independently without direct supervision and under pressure Fluent English communication skills, both written and verbal Highly regarded interpersonal and communication skills A sincere desire to help people and to solve their problems Excellent decision making skills with an emphasis on striking the balance between customer and Envato needs. Ability to adapt to changing technologies and tools Ability to cope with repetitive or continuous support queries Experience with and/or demonstrated enthusiasm for the Internet and technology (including web design) Conflict resolution skills and a mature and positive attitude towards difficult situations A familiarity with the Envato network and community Experience using help desk ticketing systems such as Zendesk, Intercom, Freshdesk, etc. A basic familiarity with Adobe Creative Suite products and Microsoft Office products such as Excel and Word What we offer A fantastic culture (http://inside.envato.com/a-great-place-to-work/) of creatively minded, hard working people who are passionate about Envato and being part of its growth and success Flexible working (http://inside.envato.com/reflections-on-remote-working/) conditions – we want you to love your work but also your life outside of Envato We actively work on creating a safe, inclusive environment free from discrimination A fast paced and progressive environment where everyone has regular interaction with teammates and Envato community members from all over the world (http://inside.envato.com/reflections-on-remote-working/)! Read more from our staff about why they love working at Envato by visiting www.jobadvisor.com.au/envato (http://www.jobadvisor.com.au/envato) Who should apply? We care deeply about diversity (http://inside.envato.com/proud-to-be-diverse/) and inclusion at Envato, and welcome applicants of all types, and from all backgrounds. If you think you have the skills and experience needed for this role then we'd like to hear from you. What next? Submit a cover letter, an up to date copy of your resume and answers to the below questions. Good luck! (https://drive.google.com/drive/search?q=btw) (https://drive.google.com/drive/search?q=btw) (https://envato.com/blog/best-places-work-australia-2016-envatos-17/) (http://inside.envato.com/a-great-place-to-work/) (http://www.searchparty.com/blog/coolest-companies-winners-2016/) (http://inside.envato.com/envato-coolest-company-for-women/) (http://blog.jobadvisor.com.au/australia-cool-tech-companies-2015/) (http://www.news.com.au/finance/work/envato-named-australias-coolest-tech-company-in-jobadvisor-competition/story-fnkgbb3b-1227036827879) We care about your privacy. By submitting your application you are agreeing to our Privacy Policy. If you're into reading legal documents or you're keen to know more about how we handle your personal information read our Privacy Policy (http://www.envato.com/privacy) before you submit your application. ----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------

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Company Type: Private

Company Size: 501 - 1000

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