Technical Support Specialist

Applications close: 30 November 2021 (or sooner)
Location: Brisbane, Australia
Job Type: Full-time, Permanent
Start: Immediately / ASAP

Your mission...

(Should you choose to accept it … )

Is to:

  • Wow the socks off FireMate customers and prospects 
  • Help FireMate customers to maximise the benefits of using our solutions
  • Work together with your FireMate colleagues 
  • Bring your best every day 
  • Exercise your skills, knowledge and talents 
  • Become part of our Customer Experience team to bring a digital experience to life!

As a Technical Support Specialist, you will be an imperative member of the Client Experience team responsible for assisting with onboarding new customers, and ensuring fast identification, replication and resolutions to existing customer queries. You will work closely with your team members to ensure issues are understood, raised appropriately, and updates are communicated with the customer.

In this role, you’ll be...

  • Assist our Solutions Advisors in evaluating new and existing customer needs to ensure accurate and positive results for all customers
  • Take charge of technical customer enquiries by identifying, analysing, documenting and resolving the issue at hand
  • Communicate frequently about issues identified and resolutions discovered
  • Assist the team in beta testing upcoming releases
  • Work with internal stakeholders to ensure FireMate continues to deliver an exceptional experience to our customers
  • Assist the CX team in ensuring smooth onboarding of new customers

We’re looking for someone with...

  • ‘Familiarity in troubleshooting local desktop apps, Android, iOS and/or macOS, or comparable technology, is preferred.

  • An eagerness and passion to understand different environments (local apps, web-based)

  • Previous experience in a contact centre role, customer service or helpdesk support environment (desirable, but not essential)

  • Excellent communication both verbal and written

  • Familiarity with SQL database (desirable, not essential)

  • A sense of humour!

  • Passion, commitment and drive

  • Willingness to embrace the FireMate culture

  • Have an attitude of whatever it takes to get the job done and keep our clients happy

We figure you know how to use (or can learn quickly)...

  • A computer (you’d be surprised…)
  • M365 
  • CRMs (HubSpot experience would be very cool)
  • A Gas Chromatograph Mass Spectrometer (just kidding )

We reckon you're...

  • Resourceful
  • Full of ideas (some good, some, well…)
  • A team player
  • Ready, willing and able to learn
  • Organised
  • A good listener
  • Good at speling and a keen aye for dretail

You like...

  • Coffee, snacks and friendly banter
  • Having your birthday off when it falls on a normal workday fun day
  • Red Converse shoes

You will become an active member of the FireMate family, providing a personal contribution that ensures we are the best at what we do and the journey we take to get there!

In return for hard work, FireMate offers a generous package, a rewarding career path, and mentoring from senior management.

If this sounds like you? We’d love to hear from you. If you think you’re close, but not quite ready, we’d still love to hear from you. Please send us an email and:

  • attach your CV/resumé,
  • tell us your story,
  • and why you want to be a FireMate. 🙂

We can’t wait to hear from you!

Direct applicants only, please. No hard feelings recruiters, we just like dealing directly with our candidates

Technical Support Specialist

Because “Superhero” was already taken.

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