First-Line Support Lead for AI Governance Platform

Nib Health Funds Limited; Sydney; On-site; AUD 70,000 - 90,000; Full time

Job summary

Board Intelligence is seeking a Customer Support Specialist (First Line) to join BI24, our 24/7 support team, based in Sydney, Australia. You will become an expert on the Board Intelligence platform, providing concierge-style support to our global clients so they receive fast, confident resolutions to queries.

You will work UK hours from Sydney, bridging the gap between the UK team finishing their day and starting the next, reporting into a UK-based team and collaborating across time zones.

Qualifications

• Experience providing first-line customer support via phone or email.
• Strong problem-solving to diagnose and resolve queries in line with SLAs.
• Ability to escalate issues to Second Line when needed.
• Comfort working UK hours from Sydney.

Responsibilities

• Serve as the first point of contact for client queries by phone or email, providing timely, concise support.
• Diagnose issues, determine if a bug or require further training, and escalate as needed.
• Monitor platform status and uptime and communicate issues to clients and internal teams.
• Escalate unresolved issues to Second Line and coordinate with UK-based team as required.

Skills

Customer support

SLA adherence

Email & phone support

Job description

Board Intelligence is seeking a Customer Support Specialist (First Line) to join BI24, our 24/7 support team, based in Sydney, Australia. You will become an expert on the Board Intelligence platform, providing concierge-style support to our global clients so they receive fast, confident resolutions to queries.

You will work UK hours from Sydney, bridging the gap between the UK team finishing their day and starting the next, reporting into a UK-based team and collaborating across time zones.