Remote 24/7 Customer Support Specialist (First Line)

International Game Technology PLC; Sydney; Remote; AUD 70,000 - 90,000; Full time

Job summary

Board Intelligence is seeking a Customer Support Specialist (First Line Support) to join BI24, our 24/7 global support team based in Sydney. You will become an expert on the Board Intelligence platform, delivering concierge-style support to a global client base and providing fast, confident resolutions to questions coming from various time zones.

You will work within UK hours from Sydney, bridging the gap between the UK team’s day and the start of the next.

Qualifications

• Proven track record in customer service or technical support.
• Excellent spoken and written communication skills.
• Ability to diagnose and resolve issues with sound judgement and clear context to colleagues.

Responsibilities

• Act as first point of contact by phone or email; diagnose and resolve client queries within SLAs.
• Escalate complex issues to Second Line Support, Engineering or Customer Success with clear notes.
• Monitor platform status and uptime to anticipate client concerns.
• Provide accurate records of client interactions and daily workload.
• Contribute to support articles and client training for self-serve strategies.
• Build strong relationships with UK team and other colleagues; relay customer insights.

Skills

Customer service

Technical support

Communication skills

Attention to detail

Tools

JIRA

Datadog

PagerDuty

BugSnag

Job description

Board Intelligence is seeking a Customer Support Specialist (First Line Support) to join BI24, our 24/7 global support team based in Sydney. You will become an expert on the Board Intelligence platform, delivering concierge-style support to a global client base and providing fast, confident resolutions to questions coming from various time zones.

You will work within UK hours from Sydney, bridging the gap between the UK team’s day and the start of the next.