Enterprise Frontline Support

Jotform; Sydney; On-site; AUD 75,000 - 80,000; Full time

Benefits offered by this job

Generous market competitive total compensation package

High-growth environment with collaborative and unique team culture

Job summary

A leading software development company is seeking a Technical Support Representative in Sydney. This full-time role focuses on delivering exceptional support to customers, ensuring their issues are resolved efficiently while collaborating with teams globally. Ideal candidates have a strong technical foundation in HTML, CSS, and customer support experience.

Qualifications

• Solid HTML/CSS background needed.
• Decent JS knowledge is optional.
• Track record of supporting customers with a SaaS or IaaS product preferred.
• English fluency required.

Responsibilities

• Provide first line diagnostic/troubleshooting support.
• Utilize support ticketing system to respond to queries.
• Document all issues and resolutions accurately.
• Maintain customer communications during resolution.

Skills

HTML

CSS

JavaScript

Customer support

Job description

Onsite Technical Support Representative

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Jotform is a San Francisco-based SaaS company with more than 30 million users worldwide. We are thriving and growing, and we’ve never needed outside funding. That’s because we like keeping things agile, independent, and fun. Jotform believes everyone should be able to create their own online forms. Our 10,000+ ready-made form templates, 100+ integrations, and more than 380 widgets have made us one of the most popular online form builders for organizations of all sizes — from small businesses to enterprises.

We are looking for Technical Customer Support representatives in Sydney for our rapidly growing customer base. This will be a full time role, coming into our brand new Sydney office.

ABOUT THE ROLE

This position is essential to ensure continuous operations for our users and customers. Your main role is to help customers via our very own support ticketing system. Other side tasks are mostly handled by tenured employees, but you'll be given a chance to contribute if you're eligible. As a Technical Support Representative, you're also expected to collaborate with our designers and developers. We have a handful of teams composed of talented individuals across the globe. Our unique team culture allows remote employees to work closely with each other, along with the in-house teams working in our offices.

The key objectives of this role include, but are not limited to:

• Provide first line diagnostic/troubleshooting support and technical expertise to answer customer questions, troubleshoot and resolve issues while maximizing customer satisfaction
• Utilize our support ticketing system ; Respond to incoming support tickets related to technical questions, service incidents, and other issues and keep track of your own support tickets, and follow through to completion.
• Provide accurate and timely support by documenting all issues and resolutions.
• Maintain communications with customers during the problem resolution process.
• Act as a Customer-facing subject matter expert

What Do You Need to Be Successful?

• Solid HTML / CSS background is needed to help customers in building and designing forms.
• Decent JS knowledge is optional, but it will certainly come in handy when providing workarounds.
• You should be well-versed with CMSs, CRMs, site builders, etc. as our form builder integrates with lots of 3rd party platforms.
• A strong technical knowledge in general and common sense are necessary. You have to be witty and creative in finding workarounds.
• Track record of supporting customers with a SaaS or IaaS product is preferred
• English fluency is required

ABOUT YOU

• Customer facing skills combined with excellent verbal and written communication skills
• Ability to work with little to no supervision
• Open to criticism and a team player
• Adaptable , flexible and commercially aware
• Excellent organizational skills with the ability to prioritize and manage

Jotform PERKS

• Generous market competitive total compensation package
• High-growth environment with collaborative and unique team culture

OUR PROCESS

We’ll review your application along with all the others we receive and pick the top profiles for a screening call. In many cases due to time constraints and our candidate volume, only the short-listed candidates are contacted but we do consider each application carefully.If you have been selected as a short-listed candidate, we will contact you for a short screening call to get to know you better. If you don’t get a call, please don’t be disappointed! We receive many applications for each role and have to prioritize who we speak to.

We thank all applicants in advance for their interest and taking the time to apply in this position at Jotform!

Jotform is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status or other characteristics protected by law.

Jotform values your privacy. You can find more information regarding our applicant privacy notice here: https://www.jotform.com/job-applicant-privacy/

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Information Technology

• Industries

  Software Development

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