Product Support Specialist

inforcer; City of Melbourne; Presencial; AUD 70 000 - 90 000; Tempo integral

Resumo da oferta

inforcer in Melbourne is seeking a Product Support Specialist to manage day-to-day ticketing and help build KPI dashboards. You will provide 1st and 2nd line IT support to our partners, diagnose issues, and ensure high-quality service on our cybersecurity and AI platform.

You will collaborate with Engineering and Product teams to capture feedback, create automations, and drive improvements in our support processes. A proactive communicator with ITIL understanding will thrive here.

Qualificações

• Experience in a similar product or technical support role.
• Strong troubleshooting skills (IP addressing, DHCP, DNS).
• Knowledge of ITIL processes and Microsoft 365.
• Excellent communication and collaboration across teams.

Responsabilidades

• Triage and resolve incidents, delivering high-quality IT support.
• Provide 1st and 2nd line IT support to partners, diagnosing platform issues.
• Handle issue tickets within Intercom effectively.
• Provide professional and empathetic user support.
• Create and track metrics such as KPIs and CSAT; build dashboards.
• Define best practices and processes to improve ticketing operations.
• Follow high-severity and major incident procedures.
• Create automated workflows and document processes to improve daily support.
• Collaborate with Engineering and Product to flag feedback and feature requests.

Conhecimentos

Product support experience

Troubleshooting

Team leading & rota management

ITIL knowledge

Microsoft 365 knowledge

Communication skills

Flexibility for critical issues

Technical understanding

Problem solving

Ferramentas

Intercom

Descrição da oferta de emprego

About Us

inforcer is one of the fastest growing technology organisations in the world and a leading provider of cutting-edge cybersecurity and AI solutions to support the SMB market. We provide MSPs (Managed Service Providers) with the fundamental technology they need to manage and secure Microsoft 365 at scale and deliver AI services. Our mission is to beinforcedin every MSP!

About The Role

We are seeking a talented and motivated Product Support Specialist to join our team in Melboune. In this role, you will be responsible for managing day-to-day ticketing process whilst having the opportunity to build out KPI’s and Service Desk objectives.

What You’ll Be Doing

• Triage and resolve critical incidents, delivering a high-quality IT Support Service


• Provide 1st and 2nd line IT support to our partners, diagnosing and resolving technical issues within our platform


• Handle issue tickets within Intercom in an effective manner


• Provide professional and empathetic support to users


• Create and track metrics such as KPI’s, CSAT and build data dashboards


• Define best practice and process whilst having an immediate impact to support technical incidents


• Follow high-severity and Major incident procedures


• Create automated workflows, document processes and looking to improve the daily ticketing process


• Providing strong customer service to ensure our partners get the best use out of our platform


• Cross-collaborate with Engineering and Product teams to flag customer feedback and feature requests

What We Can Offer You

Steep Learning curve: We believe people leave organisations when learning stops. We promise a steep and continuous learning curve to both challenge and develop our people. You are responsible for your own learning, but you’ll be surrounded by exceptional people and strong enablement, if you choose to lean into it, in an environment where it’s safe to make mistakes, try new things, and improve.

Real impact: We operate in a high-trust and autonomous environment where you can make a real impact and difference in your role and across the company.

Transparency and Honesty: We believe honest and clear communication creates a highly collaborative culture. It gives you the “why” we make decisions and allows you to effectively make your own. We won’t pull the wool over your eyes, we are a fast-growing start-up that comes with its own unique challenges, but we all work hard to solve them, together, as a team.

A+ Global Team: Our people power every part of our business, and we look for individuals who bring genuine passion to their role and operate at their very best. A-players thrive when surrounded by other A-players. Our level of growth and rate of change can be hard work and challenging, but you’ll be surrounded with exceptional people that are always happy to help.

Regular Team Socials: We celebrate our team, our milestones, promotions and achievements with social events every month.

Employee Recognition: Programs to recognise and reward our top contributors for their achievements and efforts. We live our company values every day and reward those people who embody them.

Skills We Need For This Role

• Previous experience in a similar product or technical support role


• Knowledge of troubleshooting (IP addressing, DHCP, DNS)


• Team leading, rota management and global coverage experience will be highly beneficial


• Previous experience of Intercom would be highly desirable


• Strong technical understanding and enthusiasm for new technologies


• Ability to work flexibly and support with critical issues as and when required


• Working knowledge of ITIL processes would be highly beneficial


• Knowledge of Microsoft Office 365


• Excellent verbal and written communication skills, with the ability to collaborate effectively across teams

Inforcer is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.