About the job
THE COMPANY
Inflo is a fast-paced, agile, and rapidly scaling audit technology company, founded in 2015. Since founding, we have established Inflo as an innovative and impactful tech business, securing a global customer base of high-profile accounting firms.
We are passionate about the accounting profession we serve and focus on driving long-term success, both in our business and those we work with. This has resulted in Inflo’s B2B SaaS product winning multiple awards, including International Accounting Bulletin’s Accountancy Software of the Year twice, as well as the Queens
Award for Innovation 2021. Our technology is even now a part of the ICAEW’s ACA examinations and qualification!
THE CULTURE
Inflo was established by former auditors who were motivated to transform their field and liberate auditors from monotonous, repetitive tasks. Who, after all, is eager to manually input invoice details into Excel?
Our team, a collective of enthusiastic, diverse individuals, operates out of three global locations: the US, the UK, and Australia. Each day, our team significantly contributes to both our business and the evolution of the audit industry.
We maintain an optimal balance, embracing the agility and collaborative spirit of a start-up, unencumbered by rigid corporate structures, yet with the stability, resources, and professionalism of an established, international company.
Our core values are the essence of our operations:
- Science – We experiment and make decisions based on data over intuition
- Ownership – We empower our people and embrace accountability
- Openness – We share, challenge and embrace feedback, learning from our successes and failures
- Speed – We have a bias for action and iteratively solve problems.
THE ROLE
The Product Support Coordinator is responsible for the day-to-day responding to support tickets and any customer queries received through the Inflo mailbox. This includes being responsible for passing relevant information to other teams across the business and ensuring there is sufficient details to ensure the tickets and queries are handled efficiently.
They achieve this by ensuring their product knowledge is always up to date. Additionally, you are required to monitor and update, when necessary, the Inflo Support resources available to our customers (Inflo Know & Inflo Academy). This includes a variety of methods, including writing and reviewing guidance, creating written articles and FAQs, recording audio and visual assets and using video editing software to create finished videos.
THE SKILLS & QUALIFICATIONS (REQUIRED)
- Exceptional communication skills
- An ability to adapt and collaborate independently and as part of an innovative team.
- Highly organised, collaborative and detail oriented.
- Strong problem-solving skills and technical aptitude
- Experience in customer support or technical support roles (preferably in SaaS)
THE SKILLS & QUALIFICATIONS (DESIRED)
- SAAS or web applications background
- Experience in developing/maintaining a knowledge base
- Previous experience in product support
- Degree level education or equivalent
- ITSM/ITIL/KCS certified or equivalent
THE OFFER
As an employee at Inflo, you’ll enjoy the following benefits:
- Employer pension contributions.
- 25 days holiday + bank holidays, with an additional 0.5 days for every year of service
- Flexible working environment – work whenever and wherever that suits you. At Inflo we measure results, not the amount of time you spend behind your laptop.
- Opportunity to work from home as a fully remote role within Australia.
- Continued professional development.
- Casual dress code.
