Product Support Specialist — IT Support & KPI Dashboards

Ashby; City of Melbourne; On-site; AUD 70,000 - 100,000; Full time

Benefits offered by this job

Steep learning curve

Real impact

Team socials

Employee recognition

Job summary

Inforcer in Melbourne seeks a Product Support Specialist to manage day-to-day ticketing and help shape service desk objectives. You will triage incidents, provide 1st/2nd line IT support, and collaborate with Engineering and Product to capture feedback and feature requests.

You will build KPIs, CSAT metrics, and dashboards while delivering professional, empathetic user support and ensuring high-quality service delivery within a fast-growing startup.

Qualifications

• Experience in a product or technical support role.
• Familiarity with IP addressing, DHCP, DNS.
• Ability to create metrics and dashboards.
• Strong communication and cross-team collaboration.

Responsibilities

• Triage and resolve incidents, delivering a high-quality IT Support Service.
• Provide 1st and 2nd line IT support to partners, diagnosing issues within the platform.
• Handle issue tickets within Intercom efficiently.
• Provide professional and empathetic user support.
• Create and track KPIs and CSAT, build data dashboards.
• Define best practices and processes to improve ticketing.
• Follow high-severity and Major incident procedures.
• Create automated workflows and document processes for daily ticketing improvements.
• Deliver strong customer service to maximise platform usage.
• Collaborate with Engineering and Product to relay feedback and feature requests.

Skills

IT support

Technical troubleshooting

Intercom experience

Customer service

ITIL knowledge

Microsoft Office 365

Cross-functional collaboration

Team leadership

Data dashboards

Tools

Intercom

Dashboard tools

IT Service Management tools

Job description

Inforcer in Melbourne seeks a Product Support Specialist to manage day-to-day ticketing and help shape service desk objectives. You will triage incidents, provide 1st/2nd line IT support, and collaborate with Engineering and Product to capture feedback and feature requests.

You will build KPIs, CSAT metrics, and dashboards while delivering professional, empathetic user support and ensuring high-quality service delivery within a fast-growing startup.