Lead Technical Support Specialist

3 days ago

Brisbane, Queensland, Australia beBeeSupport Full time $80,000 - $100,000
Customer Support Expert Job Description

We are looking for an experienced Customer Support Expert to join our team. As a key member of our support team, you will be responsible for providing top-notch technical and functional support services for our data intelligence platform.

The ideal candidate will have a strong background in providing first-level technical support, investigating and resolving complex issues, and communicating effectively with customers and colleagues throughout the incident lifecycle.

About the Role:

  • Provide expert-level technical support to customers through various communication channels.
  • Investigate and resolve customer issues efficiently and effectively.
  • Collaborate with cross-functional teams to identify and implement process improvements.
  • Maintain a central knowledge base of known support issues and best practices.
  • Develop and deliver training programs to enhance the skills of support team members.

Key Responsibilities:

  • Manage customer escalations in accordance with agreed service level agreements (SLAs) and support agreements.
  • Monitor and report on support metrics, including first-contact resolution rates, average handling times, and customer satisfaction ratings.
  • Stay up-to-date with industry trends and emerging technologies to ensure the support team is equipped to handle new and complex issues.
  • Identify and recommend opportunities for process improvements and efficiency gains.

About You:

  • You have a proven track record of providing exceptional customer support and resolving complex technical issues.
  • You possess excellent communication and interpersonal skills, with the ability to work effectively with diverse stakeholders.
  • You are proficient in using technology to provide remote support, including video conferencing tools and ticketing systems.
  • You are knowledgeable about data intelligence platforms and have experience working with similar technologies.
  • You are able to work in a fast-paced environment, prioritize tasks, and manage multiple projects simultaneously.

About Us:

We are a leading provider of data intelligence solutions, dedicated to helping our clients make informed business decisions. Our team is passionate about delivering exceptional customer support and ensuring that our clients achieve their goals.

We offer a dynamic and supportive work environment, with opportunities for professional growth and development. If you are a motivated and results-driven individual who is passionate about customer support, we encourage you to apply for this exciting opportunity.

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