Product Support Specialist — 1st/2nd Line IT Support

inforcer; City of Melbourne; Vor Ort; AUD 70.000 - 90.000; Vollzeit

Zusammenfassung

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.

Qualifikationen

• 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.

Aufgaben

• 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.

Kenntnisse

Product support experience

Troubleshooting

Team leading & rota management

ITIL knowledge

Microsoft 365 knowledge

Communication skills

Flexibility for critical issues

Technical understanding

Problem solving

Tools

Intercom

Jobbeschreibung

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.