Customer Service Delivery Specialist

7 days ago

Melbourne, Victoria, Australia beBeeService Full time $90,000 - $130,000
Key Account Service Specialist

Our organization is seeking a skilled service specialist to work independently with cross-functional teams. The ideal candidate will possess excellent analytical and problem-solving skills, as well as the ability to troubleshoot and resolve complex issues efficiently.

The successful candidate will have a proactive approach to exploring functional and technical knowledge of our products/solutions, providing resolution to problems independently. They will also be able to work well under deadlines and manage multiple customer cases simultaneously.

We are seeking someone with 4-6 years of experience in a similar role, who possesses a strong learning desire and willingness to learn new technologies on their own initiative. Knowledge of Scrum or equivalent agile practices, as well as ITIL principles, would be an added advantage.

Responsibilities:
  • Perform thorough technical investigation, troubleshooting, root cause analysis, and drive issue resolution (including config changes/fixes) escalated by the customer support team within agreed customer SLAs.
  • Ensure periodic quality updates on tickets to share the latest status with customers and internal stakeholders.
  • Work on identifying and implementing workarounds for business continuity.
  • Validate code fixes developed and coordinate/plan UAT with customers for production fix rollout.
  • Perform production patch deployment following established procedures.
  • Be proactive in identifying and implementing preventative measures for customer problems with better understanding of customer business processes.
  • Collaborate and drive resolution with various internal teams, including Product Development, Professional Services, Cloud Operations, and Quality Assurance.
  • Assist junior service specialists in troubleshooting and resolving customer problems.
  • Manage allocated customer solutions independently.
  • Participate in solution transition sessions from Professional Services to Service organization to become self-sufficient in functional/technical skills on customer solutions.
  • Engage in continuous improvement plan activities on assigned solutions to achieve a stable production environment and reduce recurring issues.
  • Identify opportunities to automate repetitive or manual activities.
  • Contribute to creating, maintaining, and utilizing knowledge base articles.
  • Drive and coordinate weekly review calls with customers.
  • Ensure all relevant case details are updated accurately and timely.
  • Continuously upskill functional/technical knowledge on products and customer solutions.
Requirements:
  • 4-6 years of experience in a similar role.
  • Excellent analytical and problem-solving skills.
  • Ability to troubleshoot and resolve complex issues efficiently.
  • Proactive approach to exploring functional and technical knowledge of our products/solutions.
  • Strong learning desire and willingness to learn new technologies.
  • Knowledge of Scrum or equivalent agile practices, and ITIL principles.

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