We power insights for better, safer workplaces... together.
Are you ready to be Kin-a-t-i-can? Join a global leader in Reg-Tech as a Customer Support & Service Specialist. If you've spent time resolving technical issues, supporting SaaS users, or delivering exceptional digital customer experiences, we want to hear from you.
This role offers the perfect opportunity to expand your customer support expertise while working with a dynamic global team that values technical problem-solving, empathetic communication, and genuine care for our customers' success. If you're passionate about helping customers achieve their goals and thrive in a fast-paced, technology-driven environment, this role is for you
This role will be based on site at Kinatico HQ, Perth City with our supportive team, with start shift times varying from 6:00 AM to 8:00 AM.
OUR TEAM'S STRENGTH COMES FROM EVERYONE'S INDIVIDUALITY
About you:
* Exceptional written and verbal communication skills
* Proactive in developing systematic problem-solving skills and applying diagnostic approaches to resolve complex issues
* Previous experience in customer support or a customer-facing role is advantageous but not essential
* Demonstrate a strong curiosity for technology and a genuine interest in understanding systems and processes
* Comfortable navigating technical concepts such as APIs, integrations, and web technologies, with a willingness to deepen troubleshooting expertise
* Skilled at managing multiple conversations simultaneously while maintaining accuracy and attention to detail
* Adaptable and eager to learn new products, tools, and processes in a fast-paced environment
* Exposure to compliance or regulated industries is a plus
DELIVERING THE GOOD, STRIVING FOR THE GREAT
Position responsibilities include but are not limited to:
* Provide exceptional multi-channel customer support via email, live chat, and phone across multiple time zones
* Troubleshoot software functionality, integrations, and user experience issues using systematic diagnostic approaches
* Guide customers through feature implementation, best practices, and workflow optimisation
* Identify opportunities for customer growth, feature adoption, and process improvement during support interactions
* Contribute to knowledge base articles, FAQ updates, and self-service resource development
* Meet or exceed established SLAs for response times, resolution rates, and customer satisfaction metrics
* Escalate complex technical issues to engineering teams with comprehensive documentation
* Document customer feedback and feature requests to inform product development priorities
ARE YOU READY TO BE A KINATICAN?
Where our passion, talent, delivery and impact collide our purpose lies. Powering insights for better, safer workplaces, helping organisations to know their people - we are a global leader in Reg-Tech. Our technology helps organisations to know their people.
* Flexible and supportive work environment
* A culture of development and recognition, we want our people to thrive
* Work for an ASX listed company and a leader in Reg-Tech
* Join the company at an incredibly exciting time and enter a world of energy, enthusiasm and innovation
* Opportunity to work with cutting-edge support tools and methodologies
* Contribute to product improvement and customer success initiatives
TELL US ABOUT YOURSELF
Apply with your resume (with cover letter appreciated).
Research shows that while men apply to jobs when they meet an average of 60% of the criteria, women and other marginalised individuals tend to only apply when they check every box. If you think you have what it takes (a growth mindset) but don't necessarily meet every single point on the job description, please still get in touch. We'd love to have a chat and see if you could be a great fit.