Technical Support Analyst

1 week ago

Sydney, New South Wales, Australia Private Advertiser Full time $60,000 - $80,000 per year

This large global investment manager is a blue chip brand and an employer of choice.

An opportunity has arisen in the Technology Customer Support Department for a Technical/Customer Support Analyst to delivering exceptional customer service across multiple channels, including live chat, phone, and community platforms. This position is responsible for resolving customer queries with accuracy and empathy, maintaining detailed CRM records, and proactively identifying opportunities to enhance the customer experience. By collaborating with cross-functional teams and contributing to the development of self-service resources, the Support Analyst ensures a seamless and efficient support journey. The role also involves technical troubleshooting, defect triage, and pre-release testing to uphold service quality and operational excellence, while continuously expanding product knowledge and supporting internal stakeholders.

Responsibilities more specifically include:

  • Deliver efficient, accurate, and tailored support across live chat, phone, and community channels, ensuring every customer interaction is handled with professionalism and care
  • Initiate proactive outreach via outbound calls and emails to anticipate customer needs and foster stronger relationships
  • Maintain meticulous records of all customer interactions in the CRM system, ensuring data integrity and traceability
  • Take the lead in creating impactful digital content for the community knowledge base
  • Investigate and resolve customer queries independently where possible or escalate to the Customer Support Manager with clarity and context
  • Triage and escalate defects to the dedicated defect team in a timely manner
  • Liaise with third-party providers and partners to drive resolution of complex cases, maintaining a seamless customer experience
  • Configure customer accounts with personalised settings to ensure optimal functionality and alignment with individual user needs

The successful candidate will be degree qualified and have some specialist experience in a business partner facing desktop/customer support role, ideally within Financial Services or professional services etc. Technical familiarity, especially with tools like SQL, is a strong asset - and experience with Saleforce a bonus. Lastly, you will also have great customer skills.

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