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- Act as the primary technical interface for customers, providing exceptional service and support.
- Provide escalated technical support via platforms like Intercom, resolving complex issues promptly.
- Collaborate with cross-functional teams to address technical challenges and ensure customer satisfaction.
- Serve as the escalation point for Tier 3 technical support issues globally, ensuring timely resolution.
- Identify and report product defects, contributing valuable insights to product improvement.
- Conduct technical training for support staff, mentoring junior engineers to enhance their skills.
- Continuously enhance technical knowledge, staying updated with product updates and industry trends.
- Develop and maintain technical documentation and support resources to assist customers effectively.
- Collaborate with developers to build support tools, enhancing efficiency in issue resolution.
- Ensure timely responses to customer inquiries, maintaining high levels of customer satisfaction.
- Work closely with stakeholders to service our customers, addressing key concerns and ensuring no repeat tickets for the same issues.
- Jump in on calls and meetings with customers to provide technical expertise and support.
- Proactively forecast potential technical issues for our customers and take preventive measures.
- During busy and ‘peak’ periods pivot to other support areas requiring assistance & help load balance
- Work altered hours depending on requirements and customer market.
stablished in 2010, “Flat Planet” is an Australian family-owned Virtual Talent company, with offices in Sydney, Australia and Philippines, Malaysia and Vietnam, and 300+ staff.
We create high value jobs for skilled South East Asians across Philippines, Malaysia and Vietnam in a range of roles, working with clients across Australia, USA, Canada, New Zealand, Singapore and UK.
We are Australia’s leading Virtual Employee company.
We are a virtual doorway to Australia – you will work Australian hours with Australian clients dealing with Australian businesses.
At Flat Planet we pride ourselves on attracting the best and brightest by paying well above market rates a for genuine performers. Earn what you’re really worth!
Technical Support Engineer (SaaS) ID-11260
