Global 24/7 Customer Support Specialist (UK Overnight)

Board Intelligence; Sydney; Remote; AUD 70,000 - 90,000; Full time

Job summary

Board Intelligence in Sydney, Australia, is seeking a Customer Support Specialist (First Line Support) 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 network of clients so they get fast, confident resolutions to their queries.

Working UK hours from Sydney, you will be the principal point of contact for the UK business overnight, bridging the gap between the UK team

Qualifications

• A track record of customer service and/or technical support.
• Excellent spoken and written communication, able to explain concepts clearly by phone and email.
• Ability to diagnose and resolve issues with sound judgement, escalating when appropriate.
• Motivated, proactive, and able to work largely unsupervised overnight.
• Impeccable attention to detail and high standards.
• Confidence to ask questions to understand what someone needs before answering.
• Ability to multitask, stay calm under pressure, and prioritise tickets.
• Naturally inquisitive, with interest in technology, customer service and problem solving.
• Comfortable working autonomously from home with a professional setup.

Responsibilities

• Diagnose and resolve client queries as first contact by phone or email in line with SLAs.
• Assess whether issue is a software bug or requires more training, escalate when needed.
• Stay vigilant to platform status and uptime and client experiences.
• Escalate unresolved issues to Second Line, Engineering or Customer Success with context.
• Maintain accurate records of all client interactions.
• Contribute to support articles and client training.
• Becoming an expert on Board Intelligence and keep up with product developments.
• Take on projects from other teams to support company objectives.
• Provide feedback to product and customer teams representing the customer voice.

Skills

Customer service

Technical support

Communication skills

Overnight shift

Autonomous work

Tools

JIRA

Datadog

PagerDuty

BugSnag

Job description

Board Intelligence in Sydney, Australia, is seeking a Customer Support Specialist (First Line Support) 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 network of clients so they get fast, confident resolutions to their queries.

Working UK hours from Sydney, you will be the principal point of contact for the UK business overnight, bridging the gap between the UK team