Support Specialist

2 weeks ago

South Yarra, Australia LiveTiles Full time

LiveTiles is an Australian owned, fast growing Employee Experience (EX) company, headquartered in Melbourne, with teams across the US, APAC, and EMEA regions.

We believe that the world is a better place when humans are free to do their best work. We create and deliver EX technology for companies of all sizes to connect their employees to everything they need at work for a more personal, productive, and purposeful experience. From complex digital workplaces to quick-to-deploy mobile apps our solutions help connect your people to the very best employee experiences.

Our culture:
Great things happen when people connect. We live for employee experience - where people are deeply connected to their company’s purpose, brand and vision, and where they are enabled to perform at their best and are happy and healthy at work and in life.

Our awesome culture is built around 3 core values; We are decent human beings, we get Sht done, and we create unforgettable experiences. Our employees are spread across the world, we offer flexible work conditions, and we support one another through collaborative practices and social connections.

Lets connect

What you'll do:

- Monitor customer support channels (Zendesk tickets, phone and chat) for incoming requests
- Triage support tickets, investigating and gathering information from customers in an efficient manner to reduce disruption and resolution times
- Provide solutions to complex customer problems relying, for example, on your knowledge of SharePoint; Azure; Office365; JavaScript; HTML; and CSS.
- Provide timely and clear communication of updates to customers on the status of their support ticket
- Perform troubleshooting on LiveTiles Products and related platforms.
- Coordinate with internal teams including Product, QA, and CSM (Customer Success Management) to assist in ticket resolution
- Collaborate effectively with team members in multiple time zones (all US time zones, EMEA, and Australia)
- Author and update Knowledge Base articles

What we are looking for:

- Minimum 2 years of experience in a Customer Support role or as a consultant
- Experience with Office365, Azure, SharePoint on-premises and SharePoint Online is required
- Expertise in HTML, JavaScript and CSS is a plus
- Expertise with SaaS solutions is a plus
- Programming experience is a plus
- Customer-first attitude with a strong sense of empathy
- Ability to work independently and efficiently to meet deadlines

**Now that you've got the details, here's some additional perks that make LiveTiles a great place to work**:

- Volunteer days - We encourage you to give back to the community
- EX days - Take some time to try a new experience
- Career growth - We want to help you grow with us
- Hybrid workplace - Flexibility to alternate
- Did we mention great team mates?

**LiveTiles is an equal opportunity employer, and we value diversity at our company. We do not discriminate because of your race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.**

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