Technical Services Professional

7 days ago

Sydney, New South Wales, Australia beBeeExpertise Full time $100,000 - $120,000
Job Opportunity: Technical Services Manager

This is a fantastic role for someone with advanced technical expertise and a passion for supporting both clients and internal teams in resolving complex issues, while also sharing knowledge and training other team members.

You will work primarily within our cutting-edge self-service support portal, utilizing available tools and resources to collaborate with cross-functional teams and provide accurate answers to client questions and effective solutions to their issues in the shortest time possible. Your dedication to client satisfaction and retention is invaluable and integral to our success.

Your Key Responsibilities:

  • Serve as the primary point of escalation for the first line support team and success management when it comes to solving clients' advanced technical issues and requests.
  • Provide second-level support to clients and assist them in designing and implementing standard and custom solutions.
  • Identify and troubleshoot technical issues and escalate to third-line support when necessary.
  • Escalate to line managers and Client Success Managers when an issue may impact revenue or client relationships.
  • Communicate progress of issue resolution to clients and first-line support in a timely manner, aiming to meet and exceed assigned service level agreements (SLAs).
  • Deliver technical instructions and complicated solution descriptions in a professional, error-free, and simple-to-understand manner.
  • Collaborate with Professional Services to ensure successful delivery and integration of our standard and custom solutions according to clients' needs and defined objectives.
  • Hold training and knowledge-sharing sessions on case resolutions with other team members.
  • Work closely with Product Owners and - Managers to provide input on possible product improvements and assist in implementing and testing new features.
  • Your expertise and qualities will be essential in driving efficiency within the team and continually improving our support process.

Your Profile:

  • Possess a strong technical background with SaaS products and a preference for online marketing.
  • Have advanced knowledge and hands-on experience with web technologies and standards, including HTML, CSS, DNS, SMTP, API, data transfer protocols, and databases.
  • Hold at least one year's hands-on experience with a programming language (PHP or JavaScript preferred).
  • Be knowledgeable about MySQL and Linux.
  • Able to analyze and troubleshoot technical issues and deliver technical instructions to non-technical audiences.
  • A team player with outstanding motivation and a strong commitment to your role.
  • Friendly, personable, and approachable, with the ability to multitask and work under pressure.
  • Proficient in English language skills, with a second language desirable.

What We Offer:

  • A new office in the Sydney CBD.
  • A modern open office plan with collaborative break-out areas for team discussions and innovative planning.
  • ANZ coverage and one of our fastest-growing markets globally.
  • A high-growth industry with some of the most innovative products in Marketing Technology.

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