Expert Technical Support Specialist
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We are seeking an expert technical support specialist to join our high-performing support team. As a trusted advisor, you will provide expert-level technical assistance to customers, solving complex billing and invoice product issues, and contributing to continuous product and process improvement.
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Key Responsibilities:
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1. Responding to complex inbound service requests over the phone and email per day, directly with customers.
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2. Diagnosing, troubleshooting, and resolving technical problems across software, APIs, integrations, and infrastructure.
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3. Reconciling invoicing to vendor invoice or SAP and making data-driven conclusions on resolution.
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4. Ability to process credit and debit cards as needed.
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5. Reproducing issues, conducting root cause analysis, and working closely with engineering on bug fixes and feature requests.
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6. Create and maintain internal runbooks, FAQs, and technical documentation.
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7. Lead incident response or participate in on-call rotation for critical issues.
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8. Identifying billing support trends and partnering with Product & Engineering on long-term solutions.
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9. Accurately and efficiently logging all issues and status updates in our internal tracking system.
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10. Understanding client's business objectives/impact and applying expertise to timely resolve issues and ensure customer success.
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11. Supporting multiple cloud and hardware solutions.
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12. Contributing to the development of service desk processes and procedures.
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13. Interacting closely with various departments and vendors to provide timely resolution on issues.
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14. Handling support requests from resellers, staying on top of new features and enhancements, and being a subject matter expert, providing diagnoses and issue resolution on our Platform.
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15. Triaging to internal and external teams, pushing for resolution within SLOs by being the Customer advocate with Engineering, Development and 3rd party Vendor teams.
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Requirements:
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16. 4–7+ years in billing technical support.
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17. Experience processing credits and debits within an invoicing system.
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18. Deep experience with relevant stack: SAP, SaaS platforms, APIs, databases, cloud services (AWS, Azure).
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19. Proven troubleshooting skills within billing and invoicing, with the ability to think critically and communicate clearly under pressure.
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20. Strong understanding of web technologies, integrations, or system architecture.
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21. Experience working with ticketing systems (e.g., Zendesk, Jira) and knowledge bases.
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22. Excellent verbal and written communication skills, analytical and problem-solving skills, with a customer-first mindset.
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23. Ability to prioritize user requests effectively and manage user expectations.
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24. Ability to balance attention to detail with expeditious execution in a fast-paced work environment.
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25. Passion for driving an exceptional customer experience.
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26. Ability to work through ambiguity and thrive in a rapidly changing business environment.
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27. Strong analytical and problem-solving skills.
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28. High school diploma (or equivalent) required. A secondary degree is preferred.
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29. Experience working with Webservers and Databases – Apache, IIS, MySQL, MSSQL and PostgreSQL.
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30. Basic understanding or experience working on Linux environments.
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31. Flexibility working some weekends and later hours to help fulfill a 24/7 business.
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32. Passion for providing exemplary customer service, strong customer focus.
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33. Eager to learn new technologies.
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34. Good verbal and written professional communication, fluent in English.
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35. Self-motivated and proactive in performing duties.
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Nice to Have:
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36. ITIL certification.
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37. Microsoft Azure certification.
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38. Hands-on experience with Cloud platforms, such as Microsoft Azure, AWS or GCP.
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39. Programming/scripting experience on at least some of the following: Bash, Python, PowerShell, PHP, Knowledge of SQL.
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40. Exposure to virtualisation and orchestration technologies such as Docker and Kubernetes.
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41. Experience with JIRA and Confluence.
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What's On Offer:
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42. Genuine Career Progression Opportunities.
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43. Hybrid Working Environment.
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44. Training & Development.
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45. Competitive Remuneration Package.
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46. Staff Purchase Policy and a generous Benefits Scheme.
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At Our Organization:
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47. Treat each other with dignity & respect, providing an environment where you are always encouraged to be yourself.
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48. We are a collaborative team that likes to challenge the status quo and constantly look for better ways to serve our colleagues & customers.
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We Are An Equal Opportunity Employer:
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We are committed to creating a diverse environment and is proud to be an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status, or any other protected category under applicable law.
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About Us:
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We believe that everyone has the potential to grow and develop their career. That's why we offer a range of training and development opportunities to help you achieve your goals.
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Benefits:
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49. Flexible Work Arrangements: We understand that everyone needs a little flexibility in their lives. That's why we offer flexible work arrangements, including remote work options and flexible start and finish times.
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50. Professional Development: We're committed to helping you grow and develop your career. That's why we offer a range of training and development opportunities, including mentoring, coaching, and education assistance.
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51. Recognition and Rewards: We believe that hard work should be recognized and rewarded. That's why we have a range of recognition and rewards programs in place, including employee of the month awards and bonuses for outstanding performance.
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52. Work-Life Balance: We know that achieving a healthy work-life balance is important for both physical and mental well-being. That's why we offer a range of benefits, including flexible work arrangements, paid time off, and access to employee assistance programs.
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Why Choose Us?
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53. Grow Your Career: We offer a range of training and development opportunities to help you achieve your career goals.
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54. Be Part of a Collaborative Team: We're a collaborative team that values diversity and inclusion.
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55. Enjoy a Competitive Remuneration Package: We offer a competitive remuneration package, including salary, benefits, and recognition and rewards programs.
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Join Our Team:
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We're looking for talented individuals who share our values and are passionate about delivering exceptional customer experiences. If you're interested in joining our team, please submit your application today.
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Location:
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Our offices are located in Sydney, New South Wales, Australia.
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Seniority level:
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56. Mid-Senior level
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Employment type:
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57. Full-time
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Job function:
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58. Information Technology
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59. Industries:
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60. IT Services and IT Consulting
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