Technical Support Specialist

1 week ago


Australia Biza Pty Full time
About the Role

We are seeking a highly skilled Technical Support Engineer to join our team at Biza Pty. As a Technical Support Engineer, you will play a crucial role in ensuring the success of our customers by providing technical assistance and support.

Key Responsibilities
  • Customer Support: Respond to customer inquiries and technical issues/questions via ticketing system in a professional manner inline with our Service Level Agreement (SLA).
  • Troubleshoot and resolve problems related to our products, escalating issues as needed to ensure timely resolution.
  • Technical Expertise: Develop a deep understanding of our products and their technical requirements and functionalities to provide accurate and effective support to customers.
  • Stay up-to-date with product updates, new features, CDR changes, Future Dated Obligations (FDO), and industry trends to better assist our customers.
  • Documentation and Knowledge Sharing: Create and maintain Knowledge Base articles, Processes, and FAQs to assist customers and internal teams.
  • Collaborate with the product team to identify and address recurring issues.
  • Customer Communication: Communicate technical information and solutions clearly and effectively to both technical and non-technical customers.
  • Build rapport and establish positive relationships with customers, ensuring their satisfaction with our products and services.
  • Customer Onboarding and Project Support: Assist with the onboarding process for new customers providing guidance and support to ensure a smooth transition to our products.
  • Identify opportunities for process improvements and efficiency gains within the CS function.
  • Provide feedback to the product team based on customer insights and issues encountered.
What Success Looks Like
  • You will manage the support requests lodged by or on behalf of customers.
  • You will ensure that all Service Level requests meet the contractual commitments for customers.
  • You will optimise the service management process to minimise rework and leverage the tools invested in to the fullest.
  • You will develop technical support documentation and procedures to ensure consistency and drive operational efficiencies.
  • You will engage with the development process and assist developers in understanding customer challenges, problems, and desires for the product.
  • You will take control of the change management process to ensure changes are released in a reliable, repeatable, and consistent way.
Requirements
  • Interest in release management processes in an ISO27001 environment.
  • Strong customer-facing skills (empathetic problem-solving and customer-first manner, in-person and remote presentations, report writing, and other written correspondence).
  • Exceptional understanding of modern software architectures (APIs, IT security, data stores, JSON schemas, web, and mobile applications).
  • Comfortable diving into SIEM logs and familiar with common SIEM systems such as DataDog, Splunk, etc.
  • Experience with Jira, Freshdesk, or similar trouble-ticketing/issue tracking systems.
  • Experience with HubSpot or similar CRM systems.
  • Excellent document creation skills primarily in Confluence or similar.
  • Attention to detail and the ability to recognise and be proactive on urgent customer situations.
  • Strong analytical and problem-solving skills, with the ability to think creatively and propose innovative solutions to technical challenges.
  • Ability to convey technical information clearly and effectively to diverse audiences.
  • Experience in administering API/SaaS/PaaS/IaaS products.
  • Experience in troubleshooting networking, programming, and system-related issues e.g. Java, DNS, REST, etc.
  • Experience with or interest in the Open ID Connect Specs.
  • Experience in banking or another regulated industry.

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