Customer Advocate, APAC

Working at AtlassianAtlassian can hire people in any country where we have a legal entity. Assuming you have eligible working rights and a sufficient time zone overlap with your team, you can choose to work remotely or return to an office as they reopen (unless it’s necessary for your role to be performed in the office). Interviews and onboarding are conducted virtually, a part of being a distributed-first company.One part brand champion and one part problem-solving guru, Customer Advocates are passionate about helping Customers. As a Customer Advocate, you will focus on resolving licensing, pricing, and account management issues for new and existing customers (and provide an incredible customer experience while you're doing it).If you love putting yourself in your customer's shoes (no matter how big or small), enjoy resolving problems, identifying root causes of issues, and thrive Play(ing) as a Team, the Customer Advocate team is the role for you.

In this role, you'll get to:

• Use your strong background in B2B or B2C customer service to provide billing and licensing support to customers submitting inbound requests via phone/email/chat
• Ensure excellent customer satisfaction and exceptional customer service skills in a timely manner
• Funnel key customer feedback throughout the organization and drive internal process, policy, automation improvements to improve the support experience for internal advocates and our customers
• Work collaboratively with a geographically dispersed team and other departments to ensure a seamless customer experience
• Be flexible enough to adjust on the fly and always strive to live the value of "Don't #@!% the customers"
• Learn new systems, products, processes, and policies
• Use our flagship Atlassian products

On your first day, we'll expect you to have:

• Extensive background providing customer support through various channels such as email, phone, and chat
• Strong customer service background with a knack for empathy, use of positive language, attentiveness, and effective listening
• Excellent written and spoken English language communication skills with the ability to convey technical issues in non-technical terms
• Ability to work under pressure and remain flexible to changing schedules and demands
• Robust multitasking skills (e.g. able to log calls and interact with customer simultaneously) with strong attention to detail
• A positive attitude; work with a sense of urgency; demonstrate timely and thorough execution
• The capability to shift from one function to another with relative ease and proficiency

It's great, but not required if you have:

• Familiarity with Atlassian products
• Salesforce experience
• Previous B2B or B2C support experience providing billing and licensing support
• You have a proven ability to deliver projects, from concept to execution
• You have demonstrated talent at inspiring change from customer feedback

Our perks & benefitsTo support you at work and play, our perks and benefits include ample time off, an annual education budget, paid volunteer days, and so much more.About AtlassianThe world’s best teams work better together with Atlassian. From medicine and space travel, to disaster response and pizza deliveries, Atlassian software products help teams all over the planet. At Atlassian, we're motivated by a common goal: to unleash the potential of every team.We believe that the unique contributions of all Atlassians create our success. To ensure that our products and culture continue to incorporate everyone's perspectives and experience, we never discriminate based on race, religion, national origin, gender identity or expression, sexual orientation, age, or marital, veteran, or disability status. All your information will be kept confidential according to EEO guidelines.To learn more about our culture and hiring process, explore our Candidate Resource Hub.