Customer Advocate, Partner (AMER Hours)

Overview

Working at Atlassian

Atlassians can choose where they work – whether in an office, from home, or a combination of the two. That way, Atlassians have more control over supporting their family, personal goals, and other priorities. We can hire people in any country where we have a legal entity. Interviews and onboarding are conducted virtually, a part of being a distributed-first company.

Atlassian is looking for a Customer Advocate. You will report to the Team Lead in the Customer Advocates Team. To help our teams work effectively, we are looking for candidates who are based in the Philippines. This is a remote job supporting the AMER region, with working hours of 9:00pm to 6:00am PHT.

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.

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!

In this role, you will:

• 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.

• It is important to note that there is a minimum 1.5 years in role required before exploring other opportunities at Atlassian.

Your background:

• You have a wealth of experience delivering top-notch customer service across multiple communication channels by email, phone, or chat - we have our customers covered.

• You excel in customer service. You are accomplished in positive language to communicate technical issues in non-technical terms to ensure every interaction is constructive.

• You understand things can get hectic and you have the necessary skills to adapt to changes in schedules and demands.

• You can juggle tasks while still focusing to detail and providing high-quality service.

• At your core, you believe that maintaining positivity is crucial for excellent customer service. You prioritize urgency and ensure careful execution in all support responsibilities.

• You provide product and service information, answer questions, and resolve issues.

• You are proud of your ability to switch between functions, which gives you the flexibility necessary for success.

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.