Tech-Savvy Customer Support Specialist (Hybrid)

Ideagen; Adelaide; Hybrid; AUD 60,000 - 80,000; Full time

Benefits offered by this job

Benefits and Rewards

Job summary

Ideagen is seeking a Customer Support Specialist in Adelaide to join our customer team and provide high-quality support across a range of technology products and services. The role suits someone who enjoys helping customers, solving problems and collaborating to deliver a positive experience.

Key duties include delivering timely support across multiple channels, managing cases, and guiding customers on product functionality and onboarding.

Qualifications

• Experience in customer support roles.
• Strong written and verbal communication.
• Experience with ticketing systems or SaaS platforms.

Responsibilities

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

Skills

Customer support experience

Communication skills

Problem-solving

SaaS platforms experience

Organisational skills

Job description

Ideagen is seeking a Customer Support Specialist in Adelaide to join our customer team and provide high-quality support across a range of technology products and services. The role suits someone who enjoys helping customers, solving problems and collaborating to deliver a positive experience.

Key duties include delivering timely support across multiple channels, managing cases, and guiding customers on product functionality and onboarding.