Overview

Are you a forward-thinking Customer Support Specialist ready for your next career move in one of Brisbane’s most recognised scaleups? Intrigued by the opportunity to join the world’s first digital platform unleashing the potential of online shelf space? Well if any of that sounds like you, you should keep reading because this might be the opportunity for you!

We are currently on the lookout for a Superstar Global Support Specialist to join our client’s Customer Support team available now!

Based in Brisbane, this specialist role is all about establishing and maintaining great customer relationships alongside providing premium customer service. You will play a hugely active role in creating and leveraging your team relationships, knowledge capture and coordinating support with other teams across the business. You will also have opportunities to collaborate and liaise with other teams across Technical Account Management, System and Platform Operations, Engineering and Customer Success.

This team is committed to fueling our team members’ passion for creativity, collaboration and a desire to learn and grow. If you thrive in a creatively open environment with a teamwork atmosphere, this may be the perfect role for you!

Want to know more… keep reading!

About You:

  • You are passionate about delivering excellent customer support
  • You have exceptional verbal and written communication skills
  • A pro-problem-solver – you have an inquisitive mindset to understand, dig deep and provide solutions
  • Your superpower is the ability to understand and interpret customer needs
  • Commercially savvy, understanding business priorities

Benefits:

  • Join a growing team of energetic, focused professionals – learn from the industry’s best!
  • Work for a scaling SaaS making big things happen not just in Australia, but overseas too
  • Exciting technical challenges and opportunities
  • Awesome company celebrations (now that’s what we love to hear!)
  • Gain industry experience from one of the most influential and growing tech companies in the industry
  • Join a company committed to promoting diversity and inclusivity within the workplace

The Role:

  • Act as the first point of call for customer support requests, incidents and queries within a follow-the-sun support model
  • Effectively and efficiently triage, troubleshoot and classify cases, identify incident trends, record and document interactions championing cases through to resolution with proficient escalation handling where necessary
  • Collaborate with Customer Success, System Reliability, and Engineering teams to ensure timely resolution within agreed service levels, while communicating effectively with customers
  • Be the advocate and voice for customers when collaborating with internal support teams
  • Build and maintain a strong knowledge of the product offerings and be able to provide customer education on business and technical issues, and next steps for customer issues via escalation to Technical Account Managers or Client Success Managers where appropriate

Experience:

  • Proven record of achievement and success in Customer Support in a comparable role preferably in an external client-facing capacity
  • Experience with IT Service Management toolsets such as ServiceNow, Jira or other
  • Passionate about people and service with a strong customer service background with professional oral and written communication skills
  • Innovative and intuitive with a love of collaborative problem-solving
  • Strong organisational skills, and enjoy a dynamic and agile working environment
  • Adaptable and willing to learn new technologies
  • A standout employee who thrives in a team environment
  • Understanding and application of ITSM principles to triage cases, record and document interactions, escalation handling, problem management and case resolution
  • Multi-lingual is a bonus!

Salary:

Commensurate with experience

This is an excellent opportunity for an experienced Customer Support Specialist to step into an exciting new role. If you’re seeking a challenging yet ever-rewarding opportunity that allows you to continually better yourself both professionally and personally, then this role was made for you.

Are you interested? You should be! Contact Hunt & Co. today (hi@huntandco.io)

Interested, but this role isn’t quite right for you? Get in touch! We have other current and upcoming opportunities we’d love to discuss with you.


At Hunt & Co., we are fierce advocates for diversity, inclusion and equality in digital and believe that technology should be built by all people, for all people. You have probably seen the stats: women and other underrepresented people in tech tend to only apply for a role when they meet 100% of the criteria. Don’t take yourself out of the race! If you think you have what it takes, but don’t necessarily meet every single point on the job description, please still get in touch. We’d love to have a chat and see if you could be a great fit.

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