Tech-Savvy Customer Support Specialist — Hybrid

Ideagen; Adelaide; Hybrid; AUD 55,000 - 75,000; Full time

Benefits offered by this job

Benefits and Rewards

Job summary

Ideagen is seeking a Customer Support Specialist to join our Adelaide-based team. You will provide high-quality support across diverse technology products and services, across multiple channels, and work in a hybrid, full-time capacity.

You’ll investigate and resolve Tier 1 and 2 issues, assist with onboarding, and help maintain accurate records while collaborating with internal teams to drive a positive customer experience.

Qualifications

• Experience in customer support or service desk roles.
• Excellent written and verbal communication skills.
• Ability to manage multiple priorities and stay organized.
• Experience with CRM or ticketing tools.

Responsibilities

• Deliver timely and professional customer support across multiple channels.
• Manage and progress customer cases in line with service standards.
• Investigate and resolve Tier 1 and 2 product, platform and access issues.
• Assist customers with product functionality, onboarding and general platform guidance.
• Support document management, onboarding and compliance-related activities as required.
• Maintain accurate customer records and case notes; collaborate with internal teams to resolve issues.
• Identify opportunities to improve support processes and knowledge resources.

Skills

Customer support

Communication

Troubleshooting

Ticketing systems

Team collaboration

Tools

CRM software

Ticketing systems

SaaS platforms

Job description

Ideagen is seeking a Customer Support Specialist to join our Adelaide-based team. You will provide high-quality support across diverse technology products and services, across multiple channels, and work in a hybrid, full-time capacity.

You’ll investigate and resolve Tier 1 and 2 issues, assist with onboarding, and help maintain accurate records while collaborating with internal teams to drive a positive customer experience.