Customer Support Analyst

1 week ago

Sydney, New South Wales, Australia Eftsure Full time

Overview
Be part of the team safeguarding businesses from payment fraud and financial crime.
At Eftsure, we empower organisations to protect their payments with our cutting-edge digital security platform.
As a Customer Support Analyst, you'll be the go-to problem solver—helping customers get the most out of our product, troubleshooting technical issues, and ensuring every interaction leaves them feeling supported and confident.
Job Summary
This role provides a high level of support to Eftsure's customers.
Providing a positive customer experience and assisting with any issues that arise within a timely manner.
Responsibilities
Responding to level 1 and 2 product support issues via support tickets in Zendesk
Investigating and replicating support issues that are raised and raising Jira tickets when necessary
Testing of the software in preparation of new releases
Reviewing and importing data files from csv/Excel into Eftsure's system using our internal support system
Manage batch email process using our internal support system
Adhere to the Eftsure Company Values
Experience & Qualifications
IT degree or similar experience
A minimum of 1-2 years of experience in a similar customer-facing Support role
Experience working in a dynamic, fast-paced and versatile role
Skills
Understanding of Excel, HTML and CSS
General MS Office products
Excellent verbal and written communications skills
Personable and able to build strong relationships
Innovative and creative
Excellent attention to detail
Confident
Adaptable and versatile
Resilient
Self-motivated with the ability to work autonomously and as part of a team
Problem Solving
Perks / Benefits
Birthday Leave
Floating Cultural Holidays
A day off to support a charity of your choice
Annual wellness reimbursement
Flexible working arrangements to help you maintain work-life balance
If this sounds like the perfect fit for you, we'd love to hear from you
Join us at Eftsure and be part of a team that's making a real difference in the B2B payments world.
Note: Recruitment agency resumes will not be accepted.
Our internal team has this role covered.
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