Job description

About the Role

This opportunity involves joining a partner company focusing on sports technology, where delivering excellent customer support is critical in helping sports teams, athletes, and organizations make the most of advanced digital solutions. The Support Specialist (Tier 3) role is integral to providing expert-level assistance, technical troubleshooting, and ensuring superior customer service to clients mainly in the APAC region and beyond. The role emphasizes collaboration with end users, internal teams, and product experts to resolve issues and enhance overall customer experience in a dynamic and fast-evolving setting.

Key Responsibilities

Act as a primary contact for customers via telephone and email, delivering prompt, clear, and effective solutions.
Diagnose and resolve technical issues spanning multiple products and features; escalate complex problems when necessary.
Offer user guidance on product functionalities to help customers optimize their use of available features.
Support users across the Asia-Pacific region while contributing to a global support network.
Represent customer interests by recognizing patterns in issues, relaying constructive feedback, and collaborating with product teams to foster improvements.
Uphold a customer-centric approach demonstrating empathy, accountability, and strong analytical skills.
Adapt flexibly to shifting priorities including occasional weekend support coverage as business needs demand.

Required Qualifications and Skills

Proven background in technical or customer support roles involving troubleshooting and resolving customer concerns.
Advanced problem-solving abilities to understand client difficulties and develop efficient solutions.
Exceptional communication skills, both verbal and written, capable of explaining technical concepts clearly to diverse audiences.
A dedicated customer-first attitude, strong empathy, and proficient listening skills to enhance user satisfaction.
Composure and adaptability in high-pressure, fast-paced environments.
Collaborative skills enabling work across various teams and advocating effectively for customer needs.
Experience supporting software or digital platform products preferred.
Knowledge of sports technology, high-performance analytics, or video analysis software considered advantageous.

Benefits and Perks

Attractive salary range between 60000 and 80000 AUD per year.
Exposure to innovative sports technology products used globally by professional teams and athletes.
Flexible working arrangements supporting a healthy work-life balance.
Ample vacation entitlement, public holidays, and dedicated no-meetings focus days.
Empowerment and trust within a transparent and supportive organizational culture from the start.
Access to professional growth resources and career advancement opportunities.
Provision of necessary technology and tools for optimal job performance.
Support for employee wellness, including mental health resources and assistance programs.
Commitment to an inclusive workplace emphasizing diversity, belonging, and teamwork.

Additional Information

The recruitment process is managed by a partner company utilizing AI-driven application screening to fairly shortlist candidates based on key job criteria. Final hiring decisions, interviews, and assessments are conducted internally by the partner company. Applicants are assured that personal data will be handled in accordance with privacy laws including GDPR, and that AI tools support but do not replace human judgment during the hiring process.