Technical Support Specialist Job Summary
This is a dynamic role that serves as the frontline support within the User Operations team. Reporting to the APAC region User Operations Manager, you will be based in our Sydney office and work a hybrid schedule during business hours to support our 24/7 global operations.
As a Technical Support Specialist, your primary responsibility will be to provide empathetic and efficient support to our clients. You will serve as the first point of contact for client support inquiries, delivering accurate and timely resolutions. You will also collaborate with team members to troubleshoot complex issues and escalate them appropriately when needed.
Responsibilities:
* Manage multiple competing priorities and tasks to ensure a high level of service and responsiveness.
* Provide knowledgeable support to clients, maintaining a deep understanding of our products and services.
* Document client interactions and feedback to aid in continuous improvement of our services.
* Collaborate with other departments to resolve client issues and contribute to the overall client experience.
Requirements:
* 2+ years proven experience in a client/customer support role, preferably for a technical SaaS product or B2B technology company providing premium support to large and mid-market clients.
* Exceptional empathy and a genuine desire to help and connect with clients.
* Strong problem-solving skills, with the ability to think creatively and resolve complex issues.
* Excellent organizational skills, capable of managing multiple tasks and priorities effectively.
* Strong communication skills, both written and verbal, with the ability to convey complex information in an understandable manner.
* Verbal and written proficiency in Korean or Japanese is a plus, given our diverse customer base.
Benefits:
* Be part of building something special as a founding member of our Sydney team.
* Structured hybrid working arrangement: 3 days in our Sydney office, 2 days working from home.
* Opportunities to work on cross-functional projects and initiatives that impact user operations company-wide.
We are committed to creating a workplace culture that values diversity, equity, and inclusion. We believe in fostering an environment where everyone feels valued and empowered to succeed.