Support Analyst

2 weeks ago

Sydney, Australia Squiz Full time

Squiz is hiring an Support **Analyst** 3 Months Fixed term (initially)

We're looking for a Support Analyst to join us immediately on a 3-month fixed-term contract—perfect for someone who has experience in a similar environment triaging support calls/tickets. Someone who thrives on solving problems, keeping systems running smoothly, and jumping straight into action.

This role is hybrid

**For this role, we ask that you can demonstrate the following experience:(skills required)**
- Strong customer and stakeholder engagement skills.
- Excellent verbal and written communication abilities.
- Effective problem-solving and troubleshooting skills.
- Ability to work collaboratively as part of a team.
- Proven relationship-building capabilities across teams and with users.
- High level of accountability and ownership of tasks.
- A customer-first mindset focused on delivering quality support

**Nice to have**
- Leverage previous experience in IT or customer support environments to handle user issues efficiently.
- Use familiarity with ticketing systems such as JIRA, ServiceNow, Zendesk etc to manage and track support requests.
- Work effectively within cloud-based and SaaS environments, including AWS, to support modern IT infrastructure.

**What you would do (the role day to day)**:

- Provide frontline help desk support as part of a 24/7 global team.
- Act as the voice of the customer, ensuring their needs are understood and addressed.
- Monitor IT services and systems for issues or outages.
- Triage, manage, and resolve incoming support tickets and calls.
- Deliver Level 1 technical support across various systems and platforms.
- Own and follow through on tickets until full resolution.
- Document support activities and maintain accurate ticket updates.
- Communicate clearly and regularly with customers to provide updates.
- Implement service requests and manage incidents according to defined procedures.
- Ensure timely and effective issue resolution while maintaining service quality

Unfortunately we are unable to sponsor for this role.

**Who we are**:
Squiz helps complex, service-led organisations harness the power of digital, improving the services they offer online.

Founded in 1998, Squiz grew during the rise of the internet. Since then, we have evolved from a simple web content management system into a full digital experience platform (DXP), helping customers make the shift from being content managers to experience creators.

We are headquartered in Australia, with teams and customers across the globe, and offices in New Zealand, the United States, the United Kingdom and Poland.

**Come as you are**_- We celebrate diversity and unite on the elements of our company DNA, starting every customer conversation with “why?” to really understand their needs, working hard to find a way to overcome every challenge, and fighting for better outcomes with the work we do. We also check our egos at door, we don’t take ourselves too seriously and we have fun along the way._**

**Recruitment Agencies**:We politely ask that you avoid making any approaches or sending any unsolicited resumes to our Recruitment Team or Hiring Leaders across our business. Squiz is not responsible for any fees related to unsolicited resumes.

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