Technical Support specialist (email support)Canva

About Us
At Canva, we create tools that empower the world to design. Our mission is to democratise design and empower creativity for anyone and everyone, on every platform! Inspired by a team of talented thinkers, an amazing culture and remarkable growth trajectory - we're out to change the world, one design at a time.
Since launch in August 2013, we have grown exponentially, amassing over 25 million active users across 190 different countries who have created more than 2 Billion designs. We are one of the world's fastest-growing technology companies and we have only achieved about 1% of what we are capable of!
About the Group & Team
The User Group's Mission is to "Ensure that every Canva user has a flawless and delightful experience."
With all the product features and improvements we are rolling out at an immense scale, the Customer Happiness Team:
1. Ensures that if our users encounter issues, we help them promptly and with expert advice, allowing them to go back to designing right away;
2. Provides timely and actionable insights into various teams in Canva to enable them to mould the product based on the customers' needs.
About You
We love seeing people who are motivated to meet and/or exceed key performance targets, both personally and as a team. Your everyday goal is to perform the given duties below with our customers' satisfaction as your number one priority. it's important to know that every single workday, at least one area of our product improves. This means new features are introduced at rapid paces, and as the primary touchpoint for our users who need our help, you must embrace change as part of your work life. All that should tie in with adaptability to a 24/7 shifting schedule
What you'll do:
Uphold Canva's core value of maximising customer happiness;
Follow team communication procedures, policies, and guidelines at all times
Provide accurate answers and resolutions to system/Canva website-related bugs and issues
Troubleshoot and address customer's technical issues in a patient manner with a genuine desire to help our users be successful;
Collaborate with the immediate team, other customer happiness teams, User Group, and other groups in Canva to ensure overall customer satisfaction;
Act as an effective Canva Ambassador to our customers and the team, fully-equipped with Canva-related knowledge and our values
You'll love this role if you have...
Have at least one year of technical support experience in Software Applications/Telco
Can articulate technical information that is easily understood by users, teammates and stakeholders
Knowledge on the following tools: Jira Service Desk, Amplitude, Confluence is an advantage
Working knowledge of common web errors and corresponding troubleshooting steps
Previous experience in handling both Email and Chat interaction
Have the technological aptitude to manage spreadsheets, documents, and collaborative online forums
Have previous experience working in a team-oriented and collaborative environment
Are amenable to 24/7 shifting schedule - rotating shifts, weekday rest days and split-offs
It would also help if you... * Are self-motivated to work and learn, energetic, and have a driven work ethic
Have the ability to thrive in high-pressure situations
Have time management skills
Have the ability to meet and/or exceed key performance metrics
From this role, you'll be getting...
A competitive salary, plus equity options
Healthcare benefits (both through an HMO & Medical Allowances)
Professional education / Well-being / Social recognition / Home office allowances
Health and well-being programs
Generous parental leave policy
Fun, quirky and most importantly sponsored social clubs, team events, & celebrations
Pre and Post Pandemic: In-house chefs that cook delicious breakfast and lunch for us each day and;
A relocation budget provided for local or international candidates and visa application fees covered
is currently one of Australia's hottest technology startups and has been ranked Australia's #1 place to work. This year in 2021, Canva Philippines also achieved this milestone of being Asia's #1 place to work as well.
We mean it when we say we want to create a workplace that you love coming to. Our culture is unlike anywhere else and our offices are designed with workspaces for every mood, to help you do great work. At Canva you can be part of a company that is growing rapidly, building a product that users really love.
We have two in-house chefs that whip up amazing breakfasts and lunches for the whole team, apart from all the amazing things we do in our top-notch offices - check out what's cooking at:
Being a force for good
One of our core values at Canva, "Being a force for good" means we are actively working towards a world that isn't just good for a small few, but one that's good for everyone. We believe deeply that bringing together diversity of thoughts, perspectives and expression is key for building the best product for our equally diverse community. To achieve this, we need to constantly work towards making Canva the best place to work, for everyone.
Canva

Manila City, Metro Manila
Permanent
Full-time