Remote 24/7 Customer Support Specialist – Overnight UK

Board Intelligence; Sydney; Hybrid; AUD 70,000 - 100,000; Full time

Job summary

Board Intelligence is seeking a Customer Support Specialist (First Line Support) based in Sydney, Australia, to join BI24, our 24/7 support team. You will become the go-to expert for the Board Intelligence platform, delivering concierge-style support to a global client base and ensuring fast, confident resolutions to queries.

Working UK hours from Sydney, you will bridge the gap between the UK team and our overnight shift, with two possible day patterns.

Qualifications

• Experience in customer service or technical support.
• Excellent spoken and written communication skills.
• Ability to diagnose and resolve issues independently, including overnight shifts.
• Comfortable working from home with a reliable setup.

Responsibilities

• Diagnose and resolve client queries first contact, in line with SLAs.
• Escalate issues when needed and provide clear context to colleagues.
• Monitor platform status and uptime to anticipate client impact.
• Maintain accurate records of all client interactions and actions taken.
• Build expertise on Board Intelligence and contribute to knowledge articles.

Skills

Customer service

Technical support

Communication

Overnight shift

Autonomous work

Tools

JIRA

Datadog

PagerDuty

BugSnag

Job description

Board Intelligence is seeking a Customer Support Specialist (First Line Support) based in Sydney, Australia, to join BI24, our 24/7 support team. You will become the go-to expert for the Board Intelligence platform, delivering concierge-style support to a global client base and ensuring fast, confident resolutions to queries.

Working UK hours from Sydney, you will bridge the gap between the UK team and our overnight shift, with two possible day patterns.