Customer Support Analyst

Eftsure; North Sydney Council; On-site; AUD 60,000 - 75,000; Full time

Benefits offered by this job

Floating Cultural Holidays

A day off to support a charity of your choice

Annual wellness reimbursement

Flexible working arrangements

Job summary

A digital security company based in North Sydney Council is seeking a Customer Support Analyst. In this role, you will be instrumental in resolving customer queries, troubleshooting issues, and ensuring they receive comprehensive support for a seamless experience. Candidates should possess an IT degree and have 1-2 years in a customer support role. This position offers a dynamic work environment with flexible arrangements, along with competitive perks such as wellness reimbursements and additional holiday options.

Qualifications

• A minimum of 1-2 years experience in a similar customer-facing Support role.
• Experience working in a dynamic, fast-paced and versatile role.

Responsibilities

• Responding to level 1 and 2 product support issues via support tickets in Zendesk.
• Investigating and replicating support issues.
• Testing of the software in preparation of new releases.

Skills

Understanding of Excel, HTML and CSS

Excellent verbal and written communications skills

Self-motivated with the ability to work autonomously and as part of a team

Problem Solving

Education

IT degree or similar experience

Tools

Zendesk

Jira

General MS Office products

Job description

Be part of the team safeguarding businesses from payment fraud and financial crime.

At Eftsure, we empower organisations to protect their payments with our cutting-edge digital security platform. As a Customer Support Analyst, you’ll be the go-to problem solver - helping customers get the most out of our product, troubleshooting technical issues, and ensuring every interaction leaves them feeling supported and confident.

Overview

This role provides a high level of support to Eftsure's customers. Providing a positive customer experience and assisting with any issues that arise within a timely manner.

Responsibilities

1. Responding to level 1 and 2 product support issues via support tickets in Zendesk
2. Investigating and replicating support issues that are raised and raising Jira tickets when necessary
3. Testing of the software in preparation of new releases
4. Review and importing of data files from csv/Excel into Eftsure's system using our internal support system
5. Manage batch email process using our internal support system
6. Adhere to the Eftsure Company Values.

Experience & Qualifications

• IT degree or similar experience
• A minimum of 1-2 years-experience in a similar customer-facing Support role.
• Experience working in a dynamic, fast-paced and versatile role.

Skills

• Understanding of Excel, HTML and CSS
• General MS Office products
• Excellent verbal and written communications skills
• Personable and able to build strong relationships
• Innovative and creative
• Excellent attention to detail
• Confident
• Adaptable and versatile
• Resilient
• Self-motivated with the ability to work autonomously and as part of a team
• Problem Solving

Some of the perks

• Floating Cultural Holidays
• A day off to support a charity of your choice
• Annual wellness reimbursement
• Flexible working arrangements to help you maintain work-life balance

If this sounds like the perfect fit for you, we’d love to hear from you! Join us at Eftsure and be part of a team that’s making a real difference in the B2B payments world.

A note to recruitment agencies: Our internal team has this role covered, so there is no need to reach out - We don\'t accept unsolicited agency resumes and are not responsible for any fees related to unsolicited resumes. Thank you!