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Customer Service
Technical Support Specialist
@ZigZag Careers
[Hiring] Technical Support Specialist @ZigZag Careers
Mar 21, 2025 - ZigZag Careers is hiring a remote Technical Support Specialist. đź’¸ Salary: unspecified. đź“ŤLocation: Australia.
This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more.
Role Description
As a Technical Support Specialist, you will be the first point of contact for our customers and staff seeking technical assistance with our products and services. Your primary responsibility will be to provide high-quality email-based support, managing customer cases efficiently and ensuring timely resolution of issues.
- Leverage ticketing tools to document, track, and escalate inquiries while troubleshooting a range of technical challenges related to our client's payment solutions.
- Exhibit strong technical problem-solving skills and communicate complex technical concepts clearly.
- Work closely with both internal teams and external customers to ensure a seamless support experience.
- Collaborate with engineering, product, and operations teams to drive continuous improvements in service delivery and customer satisfaction.
Key Responsibilities
- Provide first-line technical support to customers via email/ticket, balancing empathy with fact finding, troubleshooting, and resolution.
- Diagnose and troubleshoot complex technical issues.
- Guide customers through step-by-step solutions and escalate complex issues as necessary.
- Exhibit strong end-to-end ownership of customer issues and adherence to SLAs, even when assigned to other internal stakeholders.
- Provide training and resources to customers for self-service support.
- Assist with technical customer onboarding processes.
- Document customer interactions, issues, and resolutions in the ticket management system.
- Collaborate with internal teams (engineering, account managers, etc.) to identify and resolve technical issues, provide customer insights and trends, and help inform business opportunities.
- Identify and escalate potential risks, trends, or emerging issues.
- Monitor, manage, and report on ongoing incidents.
- Identify trends in customer issues and contribute to product/service improvements.
- Meet and exceed individual and team KPIs and SLAs.
- Proactively identify, analyse, and improve upon existing manual business processes, and identify opportunities for automation.
- Contribute to documentation and knowledge sharing.
Qualifications
- Bachelor’s Degree in IT, Computer Science, or a related field (or equivalent working experience).
- Relevant certifications.
Experience
- Extensive experience with API integrations.
- Software development domain knowledge, and ability to clearly communicate with software developers about complex issues.
- 1-3 years in a technical service desk, performing internal or external support tasks.
- Conducting thorough investigations of technical faults, questions, and enquiries, compiling evidence, and documenting findings.
- Understanding of ticket management platforms (e.g., Zendesk, Salesforce, FreshDesk, etc.) and how to prioritise, track, and manage work using these tools.
- Strong communication with internal and external customers and stakeholders.
- Good to have: Knowledge or experience with the ITIL Service Management (Service Desk) framework.
Qualities
- Resourceful, proactive, flexible, and comfortable working in a fast-paced environment.
- Robust written and verbal communication skills, with both high- and low-tech stakeholders.
- Highly methodical and process-orientated for critical tasks, while still showing innovation when necessary.
- Ability to define problem statements before jumping into solution mode.
- Ability to multitask and perform effectively under pressure.
- Ability to communicate effectively with customers of differing technical ability, and know how to adjust language to suit.
- Be a fast-learner and easily adapt to new ways of working.
- Ability to interpret data and patterns discovered in it, problem solving skills.
- Ability to work effectively remotely—autonomously, or as part of functional or cross-functional teams.
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| đź“Ť | Be aware of the location restriction for this remote position: Australia |
| ‼ | Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more. |
Back to Remote jobs >
Customer Service
Customer Service
|
Salary
đź’¸
unspecified
|
Remote
Location
Australia
|
|
Job Type
full-time
|
Posted
Mar 21, 2025
|
️
| đź“Ť | Be aware of the location restriction for this remote position: Australia |
| ‼ | Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more. |
