• Managing the incident queue • Handling escalations and overseeing complex incidents for Siemens • Tracking support agent performance • Maintaining regular communication with the team • Continuously improving support processes • Maintaining documentation • Collaborating with other departments • Ensuring high customer satisfaction • Monitoring performance • Utilizing ServiceNow expertise to enhance support efficiency • Distributing tickets between the agents • Tracking agreed SLAs and other KPIs based on created reports in ServiceNow / FutureNow • Prioritizing high-priority incidents • Analyzing and optimizing support agents' queues • Escalating and collaborating with Atos/Siemens teams • Regular communication with support agents • Managing escalations for support-related issues • Handling high-complexity incidents • Tracking and evaluating support agent performance • Providing training and development opportunities for support agents • Raising proactive Problem tickets on major or repeated issues • Creating a Knowledge Base Article on ServiceNow / FutureNow issues in the teams scope • Working closely with other departments to resolve complex issues and improve overall support • Interviews, hires, and trains new staff • Oversees the daily workflow of the department • Provides constructive and timely performance evaluations • Handles discipline and termination of employees in accordance with company policy

Job Role: Digital Customer Service & Sales Administrator Compensation range: $1800 - $2200 AUD / Monthly Engagement type: Independent Contractor Agreement Work Schedule: This role is expected to align with the AU business hours (approx. 9 AM - 5 PM) for collaboration, but as a contractor, you’ll have flexibility in how you manage your time. Who We Are: At Hunt St, we help Australian companies hire top remote talent in the Philippines. For this role, you will be engaged directly by the client as an independent contractor. We are not an outsourcing agency. All of our roles are 100% remote so you'll be able to work from home. Who The Client Is: A global professional body advancing the field of sports nutrition through education, regulation, and high standards of practice. Operating across multiple regions, it sets rigorous standards for professionals, provides accredited education and certifications, and ensures practitioners are properly trained and insured. An advisory board of leading researchers and practitioners continually updates content and standards based on the latest evidence and compliance requirements. Role Overview: We are looking for a proactive and customer-focused Customer Support Specialist to support association members and manage incoming inquiries through our ticketing system. This role will primarily focus on member support and ticket management using Freshdesk, while also assisting with Klaviyo email and SMS campaigns and supporting incoming sales inquiries when needed. The ideal candidate is organized, responsive, and experienced in managing customer interactions while working with customer support and email marketing platforms. IMPORTANT: DO NOT APPLY IF YOU DON'T HAVE A HANDS-ON EXPERIENCE IN FRESHDESK & KLAVIYO Key Responsibilities:  Customer Support - Provide timely and professional support to association members via Freshdesk ticketing system and inbox support. - Manage, track, and resolve customer support tickets efficiently. - Ensure all member inquiries are addressed accurately and in a timely manner. - Assist with the rollout and ongoing use of Freshdesk for support ticket management. Sales Inquiry Support - Handle initial sales inquiries when the main sales setter is unavailable. - Provide coverage particularly on Sundays and Mondays, as the current setter works Tuesday through Saturday. - Ensure all inbound inquiries are acknowledged and directed appropriately. Klaviyo Support - Assist with Klaviyo email and SMS campaigns, including campaign setup, edits, and scheduling. - Manage lists and audience segmentation within Klaviyo. - Support the migration from AWeber to Klaviyo, ensuring data and lists are transferred correctly.

• Handle incoming calls, emails and chat requests received via direct contact or Technical Support line • Provide callers with training and troubleshooting support to address problems or concerns • Respond to email messages and chat requests and work with customers to resolve issues • Document all calls and interactions in the Call Center database • Arrange for product repairs when necessary • Update customer demographic or personal information in the database • Escalate problems/issues when warranted • Perform various other tasks as assigned

Who are we? SupportYourApp is a global Intelligent Support-as-a-Service leader, partnering with tech companies and industry leaders like MasterCard, Calm and MacPaw in 30+ countries since 2010 to deliver secure customer and technical support. We operate globally, supporting clients in 60 languages across diverse industries. So what if you had a chance to be a part of the world’s leading SaaS, software, or hardware solutions? Join our community as a Product Support Consultant today and thrive in a multicultural and multilingual environment while enjoying your home office. Unlock your potential by mastering new skills and achieving challenging goals in cooperation with our People First management approach. Excited? Let’s see what it takes. What You Will Do: - Deliver outstanding customer support via chats emails, and calls; - Assist customers with product-related inquiries; - Support customers throughout the purchase process; - Stay up to date with product changes and updates; - Troubleshoot technical issues over the phone; - Maintain deep understanding of client solutions and meet KPI; - Communicate with developers and cross-functional specialists; What you need to succeed in this role: - Excellent English (C1 for both written and spoken is a must); - 1+ year experience in customer support; - Strong verbal communication skills; - Previous experience with a wide product range; - Comfortable using technical terminology and guiding customers through troubleshooting steps; - Pre-sales experience; - Attention to details ; - Strong analytical thinking and research skills; - Positive, proactive and responsible attitude; - Personal computer (at least 8Gb of RAM) with a stable internet connection (minimum 50 Mbps–download and 40 Mbps–upload); Benefits: - Flexible schedule; - Opportunity to cooperate fully remotely; - Inclusive international environment; - Compensation in USD; - Rewards for referring friends; - Balance between project workload and personal time, but also – internal health policy; - Responsive leadership interested in your development and long-lasting cooperation; - Greenhouse conditions for self-development; - A culture built on trust, with no time-tracking requirements; *The items listed in this section may vary depending on the terms of your engagement. Certain benefits and conditions typically apply to employees; independent contractors may not be eligible for all of these. The specific terms, including compensation, benefits, and work conditions, will be clearly defined in your agreement if selected. You can learn more about the company and its culture by visiting our official website and social pages on Facebook, Instagram, and LinkedIn. So if you're a proactive Support Specialist who thrives on solving problems, ensuring customer satisfaction, and delivering outstanding service, don't miss this opportunity and send us your CV in English to collaborate with us! Over 1300+ specialists who already deliver exceptional customer experiences collaborating with SupportYourApp. Know someone perfect for the role? Refer them and get rewarded! We adhere to the principles of equal treatment of candidates and prohibit discrimination on any grounds protected by law. Your personal data will be processed as described in the SupportYourApp Candidate Privacy Notice.