Technical Support Specialist helping customers with design - related troubleshooting and inquiries. Focused on improving customer experience and product adoption in SaaS environments.
About the role
- Technical Support Engineer providing expert assistance to customers and business partners in Melbourne. Resolving technical issues across multiple channels to ensure seamless customer experience.
Responsibilities
- Make every customer interaction a satisfying experience through a professional, outgoing and personable attitude
- Resolves technical issues by applying advanced troubleshooting techniques and analysis
- Accurately document all case-related communication, files, and resolutions in our ticketing system
- Create and maintain a variety of self-help resources (KBs, how-to guides)
- Answers in-depth technical questions requiring remote troubleshooting
- Diagnose and resolve Windows environmental and product-related errors
Requirements
- 5+ years of experience in Technical Support roles.
- Strong technical background with hands-on troubleshooting skills.
- Excellent communication skills and fluency in English (written & verbal).
- Experience providing multichannel support (phone, email, forums).
- Experience with Microsoft Windows Server and Linux Operating Systems.
- IP networking knowledge including Wireshark / Networking analysis.
- Knowledge of enterprise-level data storage technologies (RAID, NAS, SAN, iSCSI).
- Experience with Microsoft SQL Server, including troubleshooting and basic SQL queries.
- Experience with IP Surveillance cameras, access control systems a bonus!
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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