Customer Service Technical Specialist

TL;DR

Customer Service Technical Specialist (Tech Support): Providing first-line technical support and troubleshooting for customers across the APAC region with an accent on issue resolution and customer satisfaction. Focus on diagnosing basic technical problems, documenting interactions, and escalating complex cases to higher-level specialists.

Location: Hybrid (Sydney, Macquarie Park) — requires working in the office 2 days per week

Company

A global professional information and software company serving customers in over 180 countries with significant annual revenues.

What you will do

• Respond to customer inquiries via telephone and email.
• Troubleshoot basic technical issues related to products and services.
• Record and document customer interactions and technical issues for tracking.
• Provide clear and concise instructions to customers for problem resolution.
• Escalate complex issues to higher-level specialists or appropriate departments.
• Maintain up-to-date knowledge of product features and troubleshooting techniques.

Requirements

• 3+ years of experience in a customer service or tech support role.
• Ability to communicate effectively with customers to understand technical issues.
• Skills to identify and resolve basic technical problems.
• Proficiency in using customer support software and tools.
• Japanese language proficiency is highly preferred.
• Must be based in or able to work from Macquarie Park, Sydney.

Culture & Benefits

• Flexible working arrangements, including hybrid and "Work from Anywhere" options.
• Learning and professional development opportunities.
• Access to health and wellness programs.
• Parental leave benefits that exceed legislative requirements.
• Opportunity to work within a global organization with experienced leaders.

Hiring process

• Interviews are conducted without the assistance of AI tools or virtual backgrounds to ensure authenticity.
• The process includes in-person interviews at a hirify.global office.