Customer Support Specialist

2 weeks ago

Perth, Australia Kinatico Full time

**Customer Support Specialist**

We power insights for better, safer workplaces...together.

Are you ready to be Kin-a-t-i-can? Join a global leader in Reg-Tech as a Customer Support Specialist. If you've spent time resolving technical issues, supporting SaaS users, or delivering exceptional digital customer experiences, we want to hear from you.

This role offers the perfect opportunity to expand your customer support expertise while working with a dynamic global team that values technical problem-solving, empathetic communication, and genuine care for our customers' success. If you're passionate about helping customers achieve their goals and thrive in a fast-paced, technology-driven environment, we want to hear from you

**OUR TEAM'S STRENGTH COMES FROM EVERYONE'S INDIVIDUALITY**

**About you**:

- 2-4 years of customer support experience, preferably in SaaS or technology environments
- Exceptional written and verbal communication skills with natural empathy
- Proficiency in support platforms (Zendesk, Helpscout, etc.) and CRM systems
- Strong technical aptitude with ability to troubleshoot complex software issues
- Experience with remote communication tools and digital customer service methodologies
- Analytical mindset with systematic approach to problem-solving
- Ability to multitask and manage multiple inquiries while maintaining quality
- Basic understanding of API concepts, integrations, and web technologies preferred
- Experience with dispersed teams and multi-time zone operations

**DELIVERING THE GOOD, STRIVING FOR THE GREAT**

**Position responsibilities include but are not limited to**:

- Troubleshoot software functionality, integrations, and user experience issues using systematic diagnostic approaches
- Guide customers through feature implementation, best practices, and workflow optimisation
- Identify opportunities for customer growth, feature adoption, and process improvement during support interactions
- Contribute to knowledge base articles, FAQ updates, and self-service resource development
- Meet or exceed established SLAs for response times, resolution rates, and customer satisfaction metrics
- Escalate complex technical issues to engineering teams with comprehensive documentation
- Document customer feedback and feature requests to inform product development priorities

**ARE YOU READY TO BE A KINATICAN?**

Where our passion, talent, delivery and impact collide our purpose lies. Powering insights for better, safer workplaces, helping organisations to know their people - we are a global leader in Reg-Tech. Our technology helps organisations to know their people.
- Flexible and supportive work environment
- A culture of development and recognition, we want our people to thrive
- Work for an ASX listed company and a leader in Reg-Tech
- Join the company at an incredibly exciting time and enter a world of energy, enthusiasm and innovation
- Opportunity to work with cutting-edge support tools and methodologies
- Contribute to product improvement and customer success initiatives

**TELL US ABOUT YOURSELF

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