Technical Support Specialist (SaaS)
- Melbourne
- Permanent
- Permanent IT
- 1557806n21
- 21/11/2024
About the Company
Our client is an innovative SaaS company transforming workplace communication and operations. We provide cutting-edge solutions to help businesses engage and manage their workforce more effectively. We’re looking for a Technical Support Specialist with a passion for helping people, exceptional communication skills, and a proactive, energetic approach to customer success.
About the Role
As a Technical Support Specialist, you will be the first point of contact for customers, helping them solve problems and making sure they get the most out of our platform. We're seeking someone who enjoys communicating with people, can simplify complex technical issues, and is proactive in solving problems before they escalate.
Key Responsibilities:
Our client is an innovative SaaS company transforming workplace communication and operations. We provide cutting-edge solutions to help businesses engage and manage their workforce more effectively. We’re looking for a Technical Support Specialist with a passion for helping people, exceptional communication skills, and a proactive, energetic approach to customer success.
About the Role
As a Technical Support Specialist, you will be the first point of contact for customers, helping them solve problems and making sure they get the most out of our platform. We're seeking someone who enjoys communicating with people, can simplify complex technical issues, and is proactive in solving problems before they escalate.
Key Responsibilities:
- Act as the main point of contact for customers via chat, email, and phone, delivering high-quality support with a focus on customer satisfaction.
- Troubleshoot and resolve technical issues using tools like Jira and Intercom.
- Educate customers on how to use our platform’s features to their fullest potential, providing tips and best practices tailored to their needs.
- Work collaboratively with Customer Success and Development teams to escalate and resolve complex technical issues.
- Identify and anticipate customer needs, providing proactive support and suggesting solutions to improve their experience.
- Keep clear, detailed records of support interactions to ensure smooth communication and issue resolution.
- Outstanding communication skills: You can explain technical concepts clearly to any audience.
- A proactive problem-solver with a passion for helping people and delivering excellent service.
- 2+ years of experience in technical support, preferably in a SaaS or tech-driven environment.
- Familiarity with ticketing systems like Jira and communication tools like Intercom is a plus.
- Positive attitude, high energy, and the ability to thrive in a fast-paced, dynamic environment.
- Great time management skills, with the ability to balance multiple priorities and still provide top-notch support.
- Flexible hybrid work: 2-3 days at home, fixed office days for collaboration.
- A supportive, fun company culture where your growth and development are top priorities.
- Competitive salary and plenty of opportunities to advance your career in a growing tech company.
- Comprehensive training and onboarding to help you hit the ground running.