Customer Solutions Support Specialist

Jobtailor; Richmond Shire; On-site; AUD 60,000 - 90,000; Full time

Job summary

Jobtailor is seeking a skilled customer support specialist in Australia to assist clients with iGUIDE hardware, Portal usage, and onboarding. You will diagnose issues, develop troubleshooting guides, and contribute to knowledge base content while coordinating with Solutions Engineering and Product teams.

The role emphasizes clear communication, training delivery, and ongoing product updates, with opportunities to improve customer experience and support materials across channels.

Qualifications

• Explain technical concepts in plain language.
• Customer-focused approach and motivation to help people solve problems.
• Detail-oriented and organized with multi-case management.
• Curiosity and ability to quickly learn new hardware and software systems.
• Self-starter who takes ownership and follows through.
• Collaborative and team-oriented.
• Accountable and able to deliver on commitments.
• Working knowledge of iGUIDE hardware, capture process, Stitch and Portal management.

Responsibilities

• Serve as front-line contact for customer support via phone, email, and ticketing system.
• Diagnose and resolve issues related to iGUIDE hardware and Portal usage.
• Escalate complex issues with clear documentation to Solutions Engineering or Product teams.
• Develop and maintain troubleshooting guides, FAQs, and knowledge base articles.
• Support onboarding across hardware, software, and Portal for new customers.
• Assist with virtual and onsite training sessions when needed.
• Maintain training materials including manuals, videos, and tutorials.
• Guide customers on data upload, data management, and Portal best practices.
• Monitor open support cases and ensure timely follow-up and resolution.
• Track recurring issues and share insights with Product and Engineering.
• Partner with Solutions Engineering and Sales for a consistent support experience.
• Stay current on product updates and new features.
• Contribute to internal documentation.
• Work with Solutions Engineers on complex trials or escalations.
• Collaborate with Product Management to report bugs and surface enhancements.
• Collaborate with Marketing on support-facing content such as FAQs and how-to guides.

Skills

Customer Support

Technical Issue Diagnosis

IGUIDE Ecosystem Knowledge

Training Material Development

Documentation Skills

Tools

Ticketing System

Knowledge Base

Video Tutorials

FAQs

Job description

• Serve as a front-line point of contact for customer support requests via phone, email, and ticketing system
• Diagnose and resolve technical issues related to iGUIDE hardware, the capture/Stitch/processing pipeline, and Portal usage
• Escalate complex or unresolved issues to Solutions Engineering or Product/Engineering teams with clear documentation
• Develop and maintain troubleshooting guides, FAQs, and knowledge base articles
• Support new customers through onboarding across hardware, software, and Portal
• Assist with virtual and, where needed, onsite training sessions
• Maintain and refine training materials including manuals, videos, and tutorials
• Guide customers on data upload, data management, and Portal best practices
• Monitor open support cases and ensure timely follow-up and resolution
• Track recurring issues, common questions, and feature requests and share insights with Product and Engineering
• Partner with Solutions Engineering and Sales to ensure a consistent support experience
• Stay current on product updates and new features
• Contribute to internal documentation
• Work with Solutions Engineers on complex customer trials or escalations
• Partner with Product Management to report bugs, surface enhancement ideas, and validate fixes
• Collaborate with Marketing on support-facing content such as FAQs and how-to guides

Requirements

• Ability to explain technical concepts in plain language
• Customer-focused approach and motivation to help people solve problems
• Detail-oriented and organized, with the ability to manage multiple support cases at once
• Curiosity and ability to quickly learn new hardware and software systems
• Self-starter who takes ownership and follows through
• Collaborative and team-oriented
• Accountable and able to deliver on commitments
• Working knowledge of the end-to-end iGUIDE ecosystem, including hardware, capture process, Stitch and processing, and Portal management

Core Competencies

Demonstrates expertise in customer support for technical issues related to iGUIDE hardware and software, with a strong focus on onboarding, training, and documentation. Capable of collaborating with engineering and product teams to enhance customer experience and resolve complex issues.

Highest-signal resume keywords

• Customer Support
• Technical Issue Diagnosis
• IGUIDE Ecosystem Knowledge
• Training Material Development
• Documentation Skills

ATS Optimization Keywords

Hard Skills

• Technical Issue Resolution
• Troubleshooting Guide Development
• Data Management
• Portal Management
• Onboarding Support

Soft Skills

• Customer-Focused Approach
• Detail-Oriented
• Organizational Skills
• Collaborative
• Self-Starter

Industry Keywords

• IGUIDE Hardware
• Capture Process
• Stitch and Processing
• Customer Trials
• Support-Facing Content

Tools & Technologies

• Ticketing System
• Knowledge Base
• Video Tutorials
• FAQs