Advanced Technical Support Specialist

4 days ago

Sydney, New South Wales, Australia beBeeCustomerSupport Full time $100,000 - $120,000
About the Role

We are seeking a highly skilled technical professional to fill a Customer Support Engineer position.

In this role, you will be the primary point of contact for complex technical support issues, primarily focusing on L2 support for our core product.

You will work closely with clients to resolve critical issues, enhance their experience, and contribute to the continuous improvement of our support processes.

Key Responsibilities
  • Technical Support & Troubleshooting:
    • Provide advanced L2 technical support for our core product, diagnosing and resolving complex issues related to: product functionalities, syndication issues, and external syndication issues.
    • Conduct in-depth investigation and analysis of reported issues, utilizing logs, system diagnostics, and other available tools.
    • Effectively leverage tools such as our Back Office Management Tool and Hybris for troubleshooting and configuration.
    • Utilize advanced Excel functionalities for data manipulation, analysis, and reporting in support of troubleshooting and process improvement.
    • Collaborate with engineering and product teams to escalate and resolve bugs or underlying system issues.
    • Develop and maintain comprehensive documentation for common issues, troubleshooting steps, and resolution procedures.
  • Client Engagement & Leadership:
    • Assist and lead technical discussions and meetings with clients to understand their needs, provide timely updates, and drive quick resolutions.
    • Act as a trusted technical advisor to clients, offering best practices and solutions to optimize their use of our platforms.
    • Maintain a strong customer-first approach, ensuring clear communication, empathy, and a commitment to client satisfaction.
  • Technical & Process Improvement:
    • Collaborate with team on custom technical requirements, including the development and maintenance of Python scripts.
    • Identify opportunities for automation of processes within the support workflow to enhance efficiency and reduce manual effort.
    • Proactively suggest and implement process improvements to optimize our support operations and improve the overall customer experience.
    • Assist in the development of tools and utilities to aid in troubleshooting and support.

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