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Technical Support Specialist at Accelo

in Wollongong, NSW

Job description

Accelo is looking for a brainy, inquisitive and detail-obsessed Technical Support Specialist to join our Customer Success team.

 

Accelo is a SaaS business automation tool for SMB professional services organisation. We help small, medium businesses get back to the work that they love. At Accelo, we thrive on creating a fun, productive, and comfortable work environment. We play hard and work hard - after all, it’s a startup! If you can handle a ping-pong paddle, enjoy working in an open collaborative environment and want to take part in our Friday lunch parties, then we want to meet you.

 

As our Customer Success Department continues its’ growth - we’re looking for our first Technical Support Technician to join our Wollongong Team! The Technical Support Specialist will provide invaluable guidance, consultative technical support and industry expertise to our clients and our Customer Success team. Our future candidate has previous experience working in a client-facing technical service environment and values collaboration and organisational culture for their next role.

 

Responsibilities:

  • Provide ongoing technical guidance and support to customers, and partners
  • Serve as the internal go-to person for complex technical solutions and point of escalation for troubleshooting issues, primarily but not limited to 3rd party integrations such as email, accounting platforms, and remote monitoring managers
  • Support and collaborate closely with members of the Customer Success team and also provide ticket, email and phone support directly to customers as needed, in partnership with Customer Success Managers
  • Provide technical guidance on how best to configure, improve and troubleshoot client accounts
  • Innovate on current processes and proactively create new processes to improve top-level support, turning custom work into repeatable solutions
  • Serve as the subject matter expert for integrations
  • Partner with Product Experts, Product Managers and Engineers on supporting new integrations and training Customer Success and Implementation team to use them
  • Identify training opportunities for clients and team members
  • Be a trusted advisor and credible resource for internal teams on vendor platforms in the ecosystem (email, accounting and remote monitoring)
  • Own, configure and test accounts within all the available vendor platforms to provide a level of support and knowledge in our data end-points
  • Translate vendor system requirements to internal teams for integrations and reporting purposes
  • Constantly exposing yourself and the team to the ever growing vendor ecosystem
  • Participating in product and integrations testing prior to market release

What we’re looking for:

  • 2+ years experience in supporting a B2B SaaS product in a technical support role
  • Experience in a client facing ticketing support role
  • Sharp technical aptitude, particularly supporting API’s, SQL, Kibana logging, XML and JSON support
  • Analytical thinking with great problem solving skills. Someone who geeks out over hunting out inefficiencies and iterating over a solution
  • Phenomenal communication skills. You know how to communicate technical ideas to non-technical people and are able to translate business problems into technical solutions. You also know how to give/receive good news, bad news, suggestions and feedback
  • The love of educating others
  • You have the ability to embrace a flurry of activity and have the presence of mind to have fun along the way
  • Keen sense of urgency and the ability to prioritise problems, troubleshoot and resolve issues.

Bonus Points for:

  • Experience reporting into and working with a remote team
  • Experience supporting a SaaS product

Why working here is F*&!#@N awesome!

  • Competitive salary
  • All day self serve espresso and drip coffee using locally sourced beans
  • Focus on self development
  • Work side by side with a great team of designers, testers and developers
  • A lot of fun! Nerf gun wars, office dogs (Chico & Cedric!), catered Friday lunches and more
  • A fun, creative and collaborative work environment with playful yet hyper-motivated peers.
  • Brand new office space 2 minutes walk to Wollongong central, complete with massive kitchen, stocked pantry, ping pong table, dart board and great city and escarpment views.
  • Like to take a peek into our office? This short video will give you a bit of glimpse: www.youtube.com/watch?v=FT80sGIxFh0
  • Accelo is committed to hiring a diverse workforce as it helps us make better decisions, succeed faster, and better serve our global clients (15+ Nationalities)!

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