Customer Support Specialist

Ideagen; Adelaide; Hybrid; AUD 60,000 - 80,000; Full time

Benefits offered by this job

Benefits and Rewards

Job summary

Ideagen is seeking a Customer Support Specialist in Adelaide to join our customer team and provide high-quality support across a range of technology products and services. The role suits someone who enjoys helping customers, solving problems and collaborating to deliver a positive experience.

Key duties include delivering timely support across multiple channels, managing cases, and guiding customers on product functionality and onboarding.

Qualifications

• Experience in customer support roles.
• Strong written and verbal communication.
• Experience with ticketing systems or SaaS platforms.

Responsibilities

• Deliver timely and professional customer support across multiple channels
• Manage and progress customer cases in line with service standards and processes
• Investigate and resolve Tier 1 and Tier 2 product, platform and access issues
• Assist customers with product functionality, onboarding and general platform guidance
• Support document management, onboarding and compliance-related activities where required
• Maintain accurate customer records and case notes. Collaborate with internal teams to resolve customer issues effectively
• Identify opportunities to improve support processes and knowledge resources

Skills

Customer support experience

Communication skills

Problem-solving

SaaS platforms experience

Organisational skills

Job description

About Us

Location - Adelaide

Function - Customer

Department - Customer Support

Working Pattern - Hybrid; Full-time

Benefits –Benefits and Rewards

We're looking for a Customer Support Specialist to join our customer team and provide high-quality support across a range of technology products and services. This role is suited to someone who enjoys helping customers, solving problems and working collaboratively to deliver a positive customer experience.

Responsibilities

We're looking for a Customer Support Specialist to join our customer team and provide high-quality support across a range of technology products and services. This role is suited to someone who enjoys helping customers, solving problems and working collaboratively to deliver a positive customer experience.

• Deliver timely and professional customer support across multiple channels
• Manage and progress customer cases in line with service standards and processes
• Investigate and resolve Tier 1 and Tier 2 product, platform and access issues
• Assist customers with product functionality, onboarding and general platform guidance
• Support document management, onboarding and compliance-related activities where required
• Maintain accurate customer records and case notes.Collaborate with internal teams to resolve customer issues effectively
• Identify opportunities to improve support processes and knowledge resources

Skills and Experience

• Experience in customer support, customer service, service desk or other customer-facing roles
• Strong written and verbal communication skills.A customer-focused approach and the ability to build positive relationships
• Effective problem-solving and troubleshooting skills
• Experience using business applications, ticketing systems or SaaS platforms
• Excellent organisation skills and attention to detail.The ability to manage multiple priorities and work collaboratively within a team

About Ideagen

Ideagen is the invisible force behind many things we rely on every day - from keeping airplanes soaring in the sky, to ensuring the food on our tables is safe, to helping doctors and nurses care for the sick. So, when you think of Ideagen, think of it as the silent teammate that’s always working behind the scenes to help those people who make our lives safer and better. Everyday millions of people are kept safe using Ideagen software. We have offices all over the world including America, Australia, Malaysia and India with people doing lots of different and exciting jobs.We’re building a future-ready team, and AI is part of how we work smarter. If you're curious, adaptable and open to using AI to improve how you work, you’ll thrive at Ideagen!