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Tier 2 - Support Specialist

1 month ago

Sydney, Australia Odaseva Full time

**Your Role**

We’re seeking a Tier 2 Support Specialist to join our Super Awesome Support team.

As a Tier 2 Support Specialist, you will provide world class service to our customers. You will engage customers on inquiries, technical issues, and suggestions. You will help provide a valuable and memorable experience.

You will have the opportunity to work in an exciting ecosystem. If you want to become another important member of a fast growing team of experts, this is the job for you.

**Your responsibilities will include**:

- Diligently work with customers by providing regular updates to tickets and open issues
- Communicate closely with Support tier 1 and 3 to troubleshoot and resolve issues
- Work with our Managed Backup Services team to implement, monitor, optimise our backup plans
- Assist with QA regarding bugs and new features, consistently test functionality of the platform
- Assist in managing the knowledge base to help clients find answers to frequently asked questions
- Be passionate about making our customers happy
- Be open to wearing multiple hats with a readiness to support all members of the Odaseva team

**You will bring**:

- 12+ years of experience resolving technical issues for clients in a support environment ideally for a SaaS company
- Background in establishing and building lasting customer relationships and/or customer support experience
- Ability to thrive under tight deadlines
- Comfortable presenting ideas internally and to client stakeholders
- Excellent time and priority management skills
- Excellent communication skills
- Salesforce experience is a plus

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