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Customer Advocate, PCA (AMER)

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Atlassian

13d ago

  • Job
    Full-time
    Junior, Mid & Senior Level
  • Customer Relations
    Sales & Business Development
  • Manila

AI generated summary

  • You must be passionate about helping customers, skilled in problem-solving, and able to manage inquiries related to billing, accounts, and product pricing. Collaboration and empathy are key.
  • You will provide customer service via email, chat, or phone for billing and account issues, enhance support processes, collaborate with teams, and learn Atlassian products for improved skills.

Requirements

  • Qualifications:
  • One part brand and one part problem-solving champion, Customer Advocates are passionate about helping customers. Customer Advocates are here to assist and support Atlassian customers by providing an incredible customer experience. Our team of CAs is equipped with the necessary skills with inquiries related to billing, payments, account and subscription management, account access, and simple to complex product plans and pricing questions. We aim to ensure that we can resolve our customers' sales-related issues quickly and effectively.
  • If you have experience empathizing with customers, finding solutions to their problems, getting to the bottom of issues, and working collaboratively with others (Play(ing), as a Team), then the Customer Advocate team is the perfect fit for you!
  • It would be great, but not required if you have:
  • Familiarity with Atlassian products
  • Salesforce experience
  • Previous support experience providing billing and account management support
  • You can help deliver projects, from concept to execution
  • You have demonstrated talent at inspiring change from customer feedback

Responsibilities

  • Provide customer service for billing, troubleshooting, and account management by email, chat, or phone.
  • Serve exceptional customer service to ensure high satisfaction.
  • Improve support experience for other advocates and customers by using feedback to enhance internal processes, and automation.
  • Work with remote teams and other departments for a smooth customer experience.
  • Embody our value of “Don’t #@!% the customer”.
  • Acquire knowledge of new systems, products, and processes.
  • Use Atlassian products to gain valuable skills that can be used across the company.

FAQs

What is the role of a Customer Advocate at Atlassian?

The Customer Advocate is responsible for providing exceptional customer service for billing, troubleshooting, and account management through email, chat, or phone. They ensure high customer satisfaction and work to improve the support experience for both customers and other advocates.

Are there specific qualifications required for the Customer Advocate position?

Yes, candidates should have experience empathizing with customers, solving problems, and collaborating with others. Familiarity with Atlassian products and previous support experience in billing and account management is preferred but not required.

What are the working arrangements for this job?

Atlassians can choose where they work—whether in an office, from home, or a combination of both, as part of being a distributed-first company.

What benefits does Atlassian offer its employees?

Atlassian offers various perks and benefits, including health coverage, paid volunteer days, wellness resources, and more to support employees and their families.

How does Atlassian support diversity and inclusion in the workplace?

Atlassian is committed to creating a diverse and inclusive culture and does not discriminate based on race, religion, national origin, gender identity or expression, sexual orientation, age, or marital, veteran, or disability status.

What is the minimum tenure required before exploring other roles within Atlassian?

Employees are required to have a minimum of 1.5 years in the Customer Advocate role before exploring other opportunities within Atlassian.

What skills are important for a Customer Advocate?

Important skills include the ability to communicate technical issues in non-technical terms, multitasking, attention to detail, adaptability to change, maintaining a positive attitude, and a focus on customer satisfaction.

Is experience with Salesforce beneficial for this position?

Yes, familiarity with Salesforce is beneficial but not required for the Customer Advocate position.

How does Atlassian support employee development?

Atlassian provides opportunities for employees to acquire knowledge of new systems, products, and processes while using Atlassian products to gain valuable skills applicable across the company.

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