Customer Service Technology Expert

7 days ago

Sydney, New South Wales, Australia beBeeSpecialist Full time
Technical Support Role

We are looking for a Technical Support Specialist to manage complex end user support cases. Team members in this role will have expert level knowledge of various technologies and workflows.

Key Responsibilities:

  • Work closely with enterprise customers and technical teams to resolve the most complex issues.
  • Build out systems and processes to manage tasks from report to completion.
  • Perform in-depth troubleshooting and handle client inquiries via our main support channels.
  • Manage and solve assigned cases by providing the best support solution given the client needs.
  • Investigate root cause of issues by isolating problems, searching application logs, and utilizing developer tools.
  • Reference technical documentation and aid in building internal knowledge base content where gaps may be present.
  • Communicate effectively with business and engineering teams to ensure transparent issue resolution.

Requirements:

  • 3-5+ years of experience in technical support or similar role.
  • Experience with inspecting and diagnosing web-applications and/or mobile applications.
  • Strong understanding of REST APIs and/or GraphQL API.
  • Knowledge of Single Sign-on including OAuth, SAML, and SCIM.
  • Ability to reproduce customer issues, perform initial triage, and file bugs with Engineering.
  • Commitment to provide delightful customer experiences and drive issues to resolution.
  • Self-starter with high level of independence.
  • Excellent interpersonal skills and multitasking abilities.
  • Superb written and verbal communication skills.
  • Fluent in written and spoken Japanese.

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