Our client is seeking a self-motivated & hardworking Customer Support Representative to join their CS team based in Sydney, supporting their growing global customer base. You will be responsible for providing the best-in-class support for our client's ITSM platform, helping to ensure that customers have a positive experience each time they contact support. Accelerate your career & succeed in a role where you can make an impact every day! What you're exciting days will look like: Perform ticket triage of customer cases with documented solutions or workarounds, answer support queries via phone/email or CRM platform in a timely & efficient manner Support users in the use of the ITSM platform by providing necessary advice and/or walk-through Escalate to internal/external support & SME's when necessary Work closely with Engineering, Security & Operations teams, while providing regular updates to customers Identify self-service documentation gaps Provide support for client's store applications Be able to manage multiple cases daily & provide assistance to peers with their cases Be involved in UAT & participate in weekend or holiday on-call rotation if required Skills you'll need to be successful in this role: Min 2 years of experience providing exceptional Customer Support preferably for an Enterprise level software Previously worked in an IT Service desk, Help desk or Technical Support environment via phone/email/chat using technical skills to resolve end user issues on a first call resolution basis Possesses a technical background with the ability to absorb new technology quickly Must have an innately curious & logical mindset Excellent ability to communicate effectively with people at all levels & manage difficult conversations with customers Ability to ask clear & precise questions of the customer to ascertain the exact details of the problem Hands-on experience using or troubleshooting Saas applications would be a strong advantage Basic understanding of ITSM / ITIL & business processes Preferred Skills: Good understanding of ServiceNow platform (or similar ITSM platforms) would be a strong advantage What awaits you: Look forward to an exciting & innovative Tech culture, state of the art facilities, very supportive environment, strong growth trajectory, flexible WFH/Hybrid setup & the opportunity for perm conversion. * Candidates must have Full working rights in AU What's Next? APPLY below asap or email vanessa@realtimeaustralia.com and we'll be in touch with you right away! Feel free to check out our other job openings & set up job alerts here: www.realtimeaustralia.com/job-search