Software Support Specialist

Dealer Studio; City of Brisbane; Hybrid; AUD 70,000 - 95,000; Full time

Benefits offered by this job

Hybrid work arrangement

Job summary

Dealer Studio is seeking a highly organized Software Support Specialist to join our team and help manage our support ticket process. You will triage requests, assign them to the right teams, and ensure timely resolutions while keeping clients informed and satisfied.

You will collaborate with frontend and backend developers, marketers, and project managers to deliver proactive support, track metrics, and share insights with senior leadership.

Qualifications

• Experience in customer or technical support roles.
• Familiar with support ticket systems and best practices.
• Ability to explain technical concepts to non-technical audiences.
• Strong organisational skills and multitasking in a fast-paced environment.
• Hybrid work with 2-3 days WFH and office in Eight Mile Plains.

Responsibilities

• Triage and manage end-to-end support tickets from intake to resolution.
• Prioritise tickets based on urgency and customer impact.
• Collaborate with front end/back end developers, marketing, and project managers.
• Monitor response times, resolution times, and customer satisfaction metrics.
• Provide regular status reports to senior management.
• Communicate product updates to clients and educate them on self-service.
• Manage FAQ articles to answer common questions.

Skills

Customer support

Ticket management

Communication

Organisational skills

Cross-functional collaboration

Attention to detail

Tools

Zendesk

Jira Service Management

Help Scout

Job description

About Dealer Studio

Dealer Studio is not your typical automotive tech company. We're building and scaling ecommerce and digital solutions for some of Australia's largest dealership groups and manufacturers and we're doing it differently. Faster. Smarter.

Role Overview:

We are seeking a highly organised and customer-focused Software Support Specialist to work on our support ticket management process and provide general client support. The Software Support Specialist will be responsible for ensuring that incoming support requests are promptly triaged, assigned to the appropriate departments or individuals, and resolved in a timely manner.

As the conduit between client and internal teams, the Software Support Specialist needs to be able to communicate effectively and ensure both parties achieve their desired outcomes quickly and efficiently. This role requires strong organisational skills, attention to detail, and the ability to collaborate effectively with cross-functional teams.

Key Responsibilities:

• Work with our existing support team to manage the end-to-end support ticket management process, from ticket triage to resolution, ensuring that all requests are handled efficiently and effectively.
• Adhere to clear guidelines and criteria for triaging tickets, prioritising them based on urgency and impact on customers.
• Collaborate closely with front end developers, back end developers, marketing team members, and project managers to ensure seamless communication and resolution of support issues.
• Monitor and track ticket metrics, including response times, resolution times, and customer satisfaction ratings to identify areas for improvement and drive operational excellence.
• Provide regular reports and updates to senior management on the status of support tickets, key performance metrics, and trends in customer feedback.
• Communicate product updates to clients as needed, ensuring they are educated and empowered on how to maintain their own websites and digital products, reducing support required.
• Manage FAQ articles that can be used to answer common questions and requests.

Qualifications:

• Proven experience in a customer support or technical support role
• Strong understanding of support ticket management processes and best practices, preferably in a software development or technology environment.
• Excellent communication skills, with the ability to effectively communicate technical concepts to non-technical stakeholders.
• Exceptional organisational skills and attention to detail, with the ability to prioritise and manage multiple tasks simultaneously in a fast-paced environment.
• Proficiency in using support ticketing systems and other relevant software tools (e.g., Zendesk, Jira Service Management, Help Scout etc).
• Passion for delivering exceptional customer service and driving customer satisfaction.
• Hybrid working environment (2-3 days WFH, other days in our office in Eight Mile Plains)
• A rare chance to be part of a rapidly scaling national technology platform where the sky is the limit
• Career progression opportunities as we continue to expand