Global 24/7 Support Specialist — Remote Overnight

Cfs; Sydney; Remote; AUD 70,000 - 90,000; Full time

Job summary

Board Intelligence is seeking a Customer Support Specialist (First Line Support) based in Sydney to join BI24, our 24/7 support team. You will become an expert on the Board Intelligence platform and provide concierge-style support to a global client network, primarily overnight for the UK team.

Work patterns include overnight shifts from 8am-5pm AEST with two day patterns, and collaboration with UK colleagues. Strong autonomy and UK culture fit are important.

Qualifications

• A track record of customer service and/or technical support work.
• Excellent spoken and written communication skills, with clear explanations by phone and email.
• Ability to diagnose and resolve issues with sound judgement and context.
• High motivation, proactive mindset, and ability to work overnight.
• Impeccable attention to detail and high standards.
• Confidence to ask questions to establish exact needs before answering.
• Ability to multitask, stay calm under pressure, and prioritise tickets.
• Inquisitive mindset with interest in technology and problem solving.
• Comfortable working autonomously from home with a professional setup.

Responsibilities

• Act as first point of contact by phone or email, diagnose and resolve client queries per SLAs.
• Escalate issues to Second Line Support, Engineering or Customer Success when needed.
• Stay aware of platform status and daily workload, maintain records and worksheets.
• Contribute to support articles and occasional client training.
• Perform routine client audits and keep accurate records of interactions.
• Learn product developments and build relationships with colleagues across the business.
• Take on projects from other teams to support company objectives.
• Provide feedback to product and customer teams representing the customer voice.

Skills

Customer support

Technical support

UK time zone

Overnight shift

Remote work

Tools

JIRA

Datadog

PagerDuty

BugSnag

Job description

Board Intelligence is seeking a Customer Support Specialist (First Line Support) based in Sydney to join BI24, our 24/7 support team. You will become an expert on the Board Intelligence platform and provide concierge-style support to a global client network, primarily overnight for the UK team.

Work patterns include overnight shifts from 8am-5pm AEST with two day patterns, and collaboration with UK colleagues. Strong autonomy and UK culture fit are important.