24/7 Global Support Specialist — Overnight (Remote)

The Original; Sydney; Remote; AUD 60,000 - 80,000; Full time

Job summary

Board Intelligence, a technology and advisory firm, is seeking a Customer Support Specialist (First Line Support) based in Sydney to join BI24, our 24/7 support team.

You will become an expert on the Board Intelligence platform, providing concierge-style support to a global client base, ensuring fast, confident resolutions to queries. You will work UK hours from Sydney and bridge the gap between UK and Australian teams.

Qualifications

• Experience in customer service or technical support.
• Excellent spoken and written communication, clear in phone/email.
• Ability to diagnose issues, escalate when needed, and provide context.

Responsibilities

• First point of contact by phone or email; diagnose and resolve client queries within SLAs.
• Escalate issues requiring more advanced training or engineering.
• Maintain records of all client interactions and contribute to knowledge base.
• Work overnight UK hours from Sydney and collaborate with UK-based team and others.
• Support client self-serve strategies and participate in client training.

Skills

Customer service

Technical support

Communication skills

Diagnose issues

Multitask

Overnight support

Autonomous work

Attention to detail

Curiosity & problem solving

Home working setup

Tools

JIRA

Datadog

PagerDuty

BugSnag

Job description

Board Intelligence, a technology and advisory firm, is seeking a Customer Support Specialist (First Line Support) based in Sydney to join BI24, our 24/7 support team.

You will become an expert on the Board Intelligence platform, providing concierge-style support to a global client base, ensuring fast, confident resolutions to queries. You will work UK hours from Sydney and bridge the gap between UK and Australian teams.