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Technical Support Specialist

1 week ago

Sydney, New South Wales, Australia DBG Health Full time

Job Summary

We are seeking a dynamic and detail-oriented Technical Support Specialist to provide exceptional customer support.

About the role

This Helpdesk and Software Support Expert will offer frontline technical assistance via phone and email, resolving product-related issues efficiently. You will also deliver training, maintain internal support documentation, and contribute to the development of knowledge base articles. Collaboration with the product team will be key to addressing complex issues and ensuring continued product success.

Key Responsibilities

  • Provide efficient first-line technical support remotely via phone and email, resolving customer issues related to software products, automation, consumables, and retail support services.
  • Respond promptly to customer inquiries, ensuring timely ticket resolution from inception to completion.
  • Maintain response times within target service levels based on urgency and priority.
  • Diagnose and troubleshoot product-related issues, collaborating with internal teams for resolution.
  • Guide customers through software updates, patches, and upgrades, minimising downtime.
  • Conduct onboarding sessions for new and existing customers to ensure a smooth product adoption, both remotely and on-site.
  • Identify trends in support inquiries and recommend improvements to products, documentation, or processes.
  • Communicate customer feedback to cross-functional teams, contributing to product and service enhancements.

Key Requirements

  • Helpdesk Experience: 2–3+ years in a support role, assisting non-technical users and managing support requests end-to-end within set timelines.
  • Technical Skills: 2–3+ years of experience with Windows, SQL Server administration, MongoDB cloud support.
  • Documentation: Ability to create and maintain user guides and technical documentation.
  • Problem-Solving: Strong analytical and logical thinking to diagnose and resolve issues efficiently.
  • Customer-Centric: Committed to delivering exceptional service and building positive relationships.
  • Proactive & Adaptable: Takes initiative to identify risks, suggest improvements, and embrace continuous learning.
  • Strong Communicator: Clear and professional verbal and written communication with a collaborative mindset.
  • Integrity & Accountability: Builds trust with internal and external stakeholders while managing competing priorities effectively.

Perks and Benefits

  • Competitive salary package and incentives
  • We are a values-driven business fostering a supportive and friendly team culture.
  • Enjoy the ability to work autonomously, empowering you to drive your own success.
  • Opportunity to grow your career.