Technical Support Specialist

We are seeking an experienced Technical Support Specialist to join our team in Sydney. As a key member of our Customer Support function, you will be responsible for handling complex customer inquiries, providing guidance and expertise to other support team members, and collaborating with internal and external product stakeholders to resolve technical issues.

The ideal candidate will have 4+ years of customer support experience, preferably in a SaaS environment, with exceptional organizational skills, excellent written and verbal communication skills, and outstanding problem-solving expertise. You will also have a strong technical background, experience with system integrations and API troubleshooting, and a business optimisation mindset.

You will play a critical role in identifying process improvements, developing team capabilities, and ensuring we maintain our industry-leading support standards. This is an excellent opportunity to make a significant impact on both customer experience and team development, with potential for growth into formal leadership responsibilities.

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• Handle complex and escalated customer support cases, including technical integrations, advanced product configurations, and challenging customer situations.">
• Collaborate closely with Product, Engineering, and Customer Success teams to resolve technical issues and improve product functionality.">
• Identify and implement process improvements to enhance support efficiency and customer satisfaction.">
• Develop and maintain support documentation, knowledge base articles, training material, and other resources to support customer education and team training.">
• Conduct phone support and video calls with customers for complex technical issues.">
• Monitor support metrics and contribute to achieving team KPIs and customer satisfaction goals.">
• Mentor and provide guidance to support team members, sharing expertise and best practices.">

We offer a vibrant and supportive team culture, flexible working arrangements, regular team-building activities, and competitive benefits package. If you are a motivated and results-driven individual with a passion for delivering great support, please submit your application.

As a Technical Support Specialist, you will have the unique opportunity to immerse yourself in various domains, work with cutting-edge technology, and drive continuous improvement across our support operations.

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• 4+ years of customer support experience, preferably in a SaaS environment.">
• Exceptional organisational skills, with the ability to manage and prioritise multiple tasks.">
• Excellent written and verbal communication skills, with the ability to explain technical concepts clearly.">
• Outstanding problem-solving expertise, with the ability to think critically and creatively about customer challenges.">
• Strong technical background, with experience in system integrations and API troubleshooting.">
• Bachelor's degree in Computer Science or related field.">

We offer a competitive salary and benefits package, including flexible working arrangements, regular team-building activities, and opportunities for career growth and development.

Our team is passionate about delivering great support, and we strive to create a positive and inclusive work environment that fosters collaboration, innovation, and personal growth.

If you are a motivated and results-driven individual with a passion for delivering great support, please submit your application.

We are a fast-paced, venture-backed startup with a strong focus on innovation and customer satisfaction.

We believe in empowering our employees to make a big difference and have a profound impact on our business.