Premium Enterprise Support Specialist

Sentral; Sydney; Vor Ort; AUD 77.000 - 94.000; Vollzeit

Zusammenfassung

Sentral is seeking a Premium Support Specialist to join our Operations team in Sydney. You will be the dedicated technical contact for premium customers, owning complex issues from start to finish and guiding sessions via Teams, phone, and workshops.

You will collaborate with Engineering, Product, Client Success, and Service Delivery, driving timely resolutions and contributing to knowledge articles and customer documentation. A customer-first mindset and strong communication are essential.

Qualifikationen

• 2+ years' experience in software, SaaS, or technical application support.
• Experience supporting enterprise, premium, or escalated customer accounts.
• Strong troubleshooting and analytical problem-solving skills.
• Intermediate SQL capability and data-issue investigation.
• Working knowledge of SDLC and cloud-based SaaS environments.

Aufgaben

• Serve as the dedicated technical support contact for assigned premium customers.
• Own complex issues from investigation through to resolution with clear communication.
• Lead technical troubleshooting sessions via Microsoft Teams, phone, and customer workshops.
• Analyze logs, configurations, and data to identify root causes and business impact.
• Escalate issues with detailed analysis and timely recommendations.
• Monitor support trends and proactively identify risks and improvement opportunities.
• Collaborate with Engineering, Product, Client Success, and Service Delivery teams for timely resolutions.
• Create customer-facing updates, case summaries, and knowledge articles.

Kenntnisse

Customer support

Troubleshooting

SQL

SDLC

Cloud/SaaS

Stakeholder management

Jobbeschreibung

Sentral is seeking a Premium Support Specialist to join our Operations team in Sydney. You will be the dedicated technical contact for premium customers, owning complex issues from start to finish and guiding sessions via Teams, phone, and workshops.

You will collaborate with Engineering, Product, Client Success, and Service Delivery, driving timely resolutions and contributing to knowledge articles and customer documentation. A customer-first mindset and strong communication are essential.