Software Support Specialist

Total Dealer Pty Ltd; City of Brisbane; Hybrid; AUD 70,000 - 90,000; Full time

Benefits offered by this job

Hybrid work

Career progression

Growth in national platform

Job summary

Dealer Studio in Brisbane is seeking a highly organised Software Support Specialist to manage the support ticket process and provide client assistance across our ecommerce and digital solutions for Australia's dealership groups.

You will triage requests, prioritize by urgency, collaborate with front end and back end developers, marketing, and PMs, track metrics, report to management, and help educate clients on maintaining their websites and products in a hybrid work setup.

Qualifications

• Proven experience in a customer support or technical support role.
• Strong understanding of support ticket management processes in software environments.
• Excellent communication with non-technical stakeholders.
• Exceptional organisational skills and ability to manage multiple tasks.

Responsibilities

• Manage end-to-end support ticket management from triage through resolution.
• Adhere to triage guidelines and prioritize based on urgency.
• Collaborate with front-end and back-end developers, marketing, and project managers.
• Monitor ticket metrics like response and resolution times and customer satisfaction.
• Provide regular reports to senior management on status and trends.
• Communicate product updates to clients and educate on how to maintain websites and digital products.
• Manage FAQ articles.

Skills

Customer support

Technical support

Strong communication

Ticket management

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.

We're in a genuine growth phase and we're assembling a high-calibre team to take things to the next level.

Everyone who joins us on this journey will be well looked after we're building something big, and we reward the people who help us get there.

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