B2B Customer Support Specialist - 24/7

Comma Technologies; Sydney; On-site; AUD 55,000 - 70,000; Full time

Benefits offered by this job

Full-time employment

Structured training

Supportive working environment

Career development

Competitive remuneration

Job summary

Comma Technologies Pty Ltd is expanding a dedicated 24/7 B2B Customer Support Centre in Sydney. The Customer Service Officer will handle inbound calls, emails and service requests from business customers, logging enquiries, creating service tickets and coordinating with technical teams.

Successful applicants will work in a low-volume but high-quality support environment, with full training provided and opportunities to handle general administrative tasks during quieter periods.

Qualifications

• Good spoken and written English communication skills.
• Professional telephone manner.
• Good computer literacy and ability to learn new software systems.

Responsibilities

• Answer incoming customer calls promptly and professionally, aiming to respond within 30 seconds.
• Receive and respond to customer emails and callback requests.
• Accurately record customer enquiries, technical issues and service requests.
• Create, classify and update service tickets.
• Refer or escalate service tickets to the appropriate technical support teams.
• Proactively follow up on outstanding tickets to ensure timely progress and resolution.
• Keep customers informed of service progress and updates.
• Maintain accurate service records and ensure smooth shift handovers.
• Follow SOPs, call scripts and escalation procedures.
• Use Amazon Connect and internal service management systems to manage customer interactions.

Skills

Communication skills

Telephone manner

Computer literacy

Attention to detail

Reliability

Procedures adherence

Independent work

Shift flexibility

Tools

Amazon Connect

CRM systems

Service management systems

Job description

Comma Technologies Pty Ltd is expanding a dedicated 24/7 B2B Customer Support Centre in Sydney. The Customer Service Officer will handle inbound calls, emails and service requests from business customers, logging enquiries, creating service tickets and coordinating with technical teams.

Successful applicants will work in a low-volume but high-quality support environment, with full training provided and opportunities to handle general administrative tasks during quieter periods.