Technical Support Specialist

1 week ago

Perth, Western Australia Last Yard Full time

Are you a highly motivated team player who enjoys a fast-paced, collaborative environment? Do you excel at problem-solving and navigating complex systems? Are you a proactive communicator who thrives on taking initiative and improving processes? If so, we encourage you to apply

Our Technical Support team at Last Yard is seeking a customer-focused, results-oriented individual to join our team. As a Technical Support Specialist, you will be responsible for:

  • Triaging customer inquiries and issues
  • Investigating and troubleshooting technical issues
  • Providing customer training to optimize product use and engagement with our platform

This position requires a high degree of resilience and composure while working under pressure and comfort on the phone. You will be empowered to manage your own work and drive ongoing enhancements for both the team and our customers.

If you are seeking a challenging, rewarding role with growth opportunities, join our dynamic Technical Support team today

Key Attributes

  • Previous Experience: In a similar technical support or customer-facing role, preferably in a SAAS based company.
  • Troubleshooting and Problem-Solving: Adept at identifying bugs, proposing solutions, and comprehending customer issues. Ability to replicate problems and either provide solutions or collaborate with backend teams for issue resolution.
  • Customer-Centric Communication: Exceptional customer service and communication skills are essential.
  • Continuous Learning and Improvement: Demonstrates a knack for acquiring new knowledge, providing feedback on existing systems, and proactively suggesting improvements.
  • Team Player: Willing to assist team members and Level 1 colleagues with escalations.
  • Process-Oriented: Understands workflow and automation processes, and can escalate issues to Level 3 or backend teams using JIRA.
  • Adaptable and Inquisitive: Regularly exhibits curiosity, learns new concepts and implementations, and can quickly formulate strategies to implement solutions.
  • Resilience and Comfort with Customer Communication: Ability to handle pressure and customer interactions.
  • Autonomy and Proactivity: Empowered to take ownership of the role and continuously improve processes.

Nice to have

  • Coding Skills: You're no stranger to Python, Linux, and Bash/Shell scripting.
  • Tech Savvy: You can navigate and troubleshoot different systems and software platforms.
  • Platform Know-How: You've got experience with Django, Bash, Python, networking basics, and SQL database queries.
  • Retail Experience: You've worked in either brick-and-mortar, online retail, or a SaaS company that works with retail clients.

Key Responsibilities

  • Manage incoming support tickets through our helpdesk software.
  • Proactively communicate with customers via phone and emails to address and resolve issues.
  • Prioritize customer needs based on their tenure and engagement with our platform.
  • Drive customer success by assisting both new and existing customers in adopting and utilizing new product features.
  • Create and maintain clear documentation for internal and customer-facing communication.

Benefits and Perks

  • Modern offices located in the Perth CBD including perks like gym and a swimming pool
  • Income protection plan for financial security.
  • Flexible work arrangements, including work-from-home and remote options.
  • Regular social club activities to foster team bonding and engagement.
  • An additional day of leave granted annually on your birthday.
  • Dedicated employee wellness days to promote well-being.
  • Yearly budget allocated for professional development and learning opportunities.

Core Values

At Last Yard, our core values are integral to our team culture and success. We seek individuals who:

  • Play the Long Game: Focus on building long-term value for our customers through our products and services.
  • Think Differently: Approach challenges with a creative mindset and seek innovative solutions to customer problems.
  • Show a Bias to Action: Take initiative, make decisions based on data and customer insights, and adapt quickly to changing circumstances.
Seniority level

Entry level

Employment type

Full-time

Job function

Information Technology

Industries

Technology, Information and Media

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