Hybrid Software Support Specialist - Growth Platform

Dealer Studio; City of Brisbane; Hybrid; AUD 70,000 - 95,000; Full time

Benefits offered by this job

Hybrid work arrangement

Job summary

Dealer Studio is seeking a highly organized Software Support Specialist to join our team and help manage our support ticket process. You will triage requests, assign them to the right teams, and ensure timely resolutions while keeping clients informed and satisfied.

You will collaborate with frontend and backend developers, marketers, and project managers to deliver proactive support, track metrics, and share insights with senior leadership.

Qualifications

• Experience in customer or technical support roles.
• Familiar with support ticket systems and best practices.
• Ability to explain technical concepts to non-technical audiences.
• Strong organisational skills and multitasking in a fast-paced environment.
• Hybrid work with 2-3 days WFH and office in Eight Mile Plains.

Responsibilities

• Triage and manage end-to-end support tickets from intake to resolution.
• Prioritise tickets based on urgency and customer impact.
• Collaborate with front end/back end developers, marketing, and project managers.
• Monitor response times, resolution times, and customer satisfaction metrics.
• Provide regular status reports to senior management.
• Communicate product updates to clients and educate them on self-service.
• Manage FAQ articles to answer common questions.

Skills

Customer support

Ticket management

Communication

Organisational skills

Cross-functional collaboration

Attention to detail

Tools

Zendesk

Jira Service Management

Help Scout

Job description

Dealer Studio is seeking a highly organized Software Support Specialist to join our team and help manage our support ticket process. You will triage requests, assign them to the right teams, and ensure timely resolutions while keeping clients informed and satisfied.

You will collaborate with frontend and backend developers, marketers, and project managers to deliver proactive support, track metrics, and share insights with senior leadership.