Product Support Specialist
You will serve as the first point of contact for technical support, guide customers through problem-solving, assess and escalate incidents, and follow issues through resolution. You will provide high-quality customer service, recommend documentation improvements, and build knowledge of internal procedures, products, and customer environments.
Responsibilities
- Provide initial partner support and communicate resolutions to customers
- Guide customers through problem-solving processes
- Assess customer issues and escalate incidents as needed
- Follow up with customers and see issues through resolution
- Deliver excellent customer service and exceed customer expectations
- Recommend improvements to internal and customer-facing documentation
- Build knowledge of internal procedures, products, and customer environments
Requirements
- Practical experience supporting Microsoft Windows operating systems, including Windows services, registry, and troubleshooting system and application issues
- Practical experience with macOS, including directory structures, services, and troubleshooting system and application issues
- Experience configuring antivirus products and troubleshooting interactions with specialty software
- Familiarity with system configuration and management tools such as GPO, RMMs, and SCCM
- Systematic problem-solving skills
- Ability to adapt to day-to-day changes
- Collaborative work approach
Benefits
- Fully remote work
- At least one annual trip to the United States for the Summer Summit, plus local events in Australia
- New starter home office setup reimbursement of 800 AUD
- 12 weeks of paid parental leave for primary and secondary carers
- Monthly digital allowance of 185 AUD for personal phone and internet costs
- Monthly home office technology stipend of 40 AUD
- Subsidised private health insurance
- Stock options for full-time employees
- Access to the BetterUp coaching platform