Support Specialist for Customer Experience
2 weeks ago
We are seeking a skilled technical support specialist to fill this key role in Sydney, Australia.
This is a hybrid position of 3 days/week in our office, where you will work closely with enterprise customers and collaborate with internal teams to resolve complex issues.
As a technical support specialist, you will utilize critical thinking and problem-solving skills to manage end-user support cases, working with expert-level knowledge of software platforms and workflows, integrations, automations, issue resolution, APIs, reporting tools, and more.
- You will work closely with enterprise customers and software engineers to resolve the most complex issues.
- Help build out systems and processes to manage tasks from report to completion.
- Perform in-depth troubleshooting and handle client inquiries via main support channels.
Requirements:
- 3-5+ years of experience in technical support or similar role; B2B and SaaS product preferred.
- Strong understanding of REST APIs and/or GraphQL API.
- Knowledge of Single Sign-on including OAuth, SAML, and SCIM.
- Ability to reproduce customer issues and file bugs with Engineering.
- Commitment to providing excellent customer experiences and resolving issues effectively.
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