Technical Support Specialist

About Us

Jomablue is a leading player in the events industry. But we're not just about delivering top-notch SaaS and onsite solutions for event professionals; we're also about building careers and fostering growth. Our culture thrives on innovation, collaboration, and the relentless pursuit of excellence.

The Role

The Technical Support Specialist reports to the Technology Services Manager (based in our Sydney Hub) and is key to helping internal and external customers be successful with our products. Being a great communicator, you will interface between our product team, customers, and internal project teams to deliver support on our SaaS products via chat, email, phone, and onsite.

You must be motivated and passionate about great service. Within a small team, you understand that working closely with others and pitching in when necessary helps our team be stronger and reach our goals.

When and Where

This is a full-time role based in our Sydney office with the flexibility of 1-2 days per week working from home.

Your Duties

• Up to tier 2 technical support of Jomablue products, including queries, troubleshooting, escalation to the Product Team, and resolution for internal and external customers.
• Manage customer support tickets within defined processes and SLAs.
• Provide remote support to the onsite team on event days.
• Be onsite at multiple events throughout the year.
• Data analysis of metrics acquired from Jomablue products & build custom reports.
• Perform data imports and exports as needed to support the team.
• Upskill your knowledge of all new and updated Jomablue product features.
• Utilise automation tools such as Zapier.
• Perform routine maintenance of business hardware (Windows and Mac laptops, Apple & Android mobile devices, small business printers, etc.).
• Internal product and technical support, including:
• Laptop and user setup (new laptops, internal tools).
• Microsoft 365, Google Suite, Wrike, Slack, Miro.
• Identity and access management across SaaS tools, SSO and MDM.
• Understanding and processing event data (Jomablue platform).
• Assist internal users with better IT practices.
• Contribute to knowledge base articles.
• Contribute to Project Team and general business processes.

Skills and Experience

While we list some skills and experience items below, we are focused on finding the right person who wants to learn.

Essential:

• Exceptional customer service skills.
• Excellent verbal and written communication skills.
• Ability to write technical instructions in plain English for non-technical people.
• Experience managing ticketed support systems.
• Basic web technologies (HTML, CSS) for troubleshooting.
• Technical understanding of internet browsers.
• Advanced data manipulation and reporting skills (Excel, Google Sheets, or similar).
• Good understanding of database concepts.
• Demonstrate technical agility adapting to changing products.
• Hardware maintenance experience (laptops, printers & mobile devices across MacOS, iOS, Windows & Android operating systems).
• Creative and proficient troubleshooting skills (think outside the box type of skill).
• Flexibility—the events industry brings some early mornings and late nights from time to time.

Desirable:

• Database management.
• Experience with Salesforce; Including automation, troubleshooting and configuration.
• Experience with Zapier, Airtable, Wrike, Miro and Slack.
• Understanding of SQL or Querying data.
• Experience with project and task management.
• Understanding of SSO, MDM and Identity Access solutions.
• Experience with SaaS support environments.
• Familiarity with ITIL or similar support frameworks.
• Previous event tech or live event experience.

The Right Fit

We believe strongly in searching for people that are the right cultural fit for our team. Our values are
Communication Excellence, Collaboration & Teamwork, Customer Focus, Problem Solving & Decision Making, and Dynamic Adaptability
.

What We Offer

• Access to
  ClassPass
  to support your health and wellness.
• Opportunities for personal development.
• Training in key skills such as time management, teamwork, and more.
• A dynamic and inclusive work environment where your growth is our priority.
• Competitive compensation, benefits, and rewards for your contributions and career progression.