Technical Support Specialist

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 Operations Manager 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.

This is a Tier 2 support role.

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 Ultimo office 5 days per week.

Your Duties

• 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 approximately six events per 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.
• Utilize tools such as Zapier,Ortto, and Formsite.
• 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
• User management across SaaS tools, password management (JumpCloud, LastPass, etc.)
• 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 with website support, including HTML and CSS.
• Technical understanding of internet browsers.
• Advanced Excel skills.
• 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.
• Availability for future rotating shifts.

Desirable:

• Experience managing ticketed support systems.
• Database management.
• Experience with Salesforce; Salesforce development skills.
• Experience with Zapier, Formsite, Airtable.
• Querying data via integration tools (e.g., Metabase, Tableau).
• Experience with task management and support ticket software.
• Understanding of SSO.
• Photoshop or similar design software skills would be advantageous.

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.