Tier 2 Support Specialist
Odaseva
full-time
Posted on:
Location Type: Hybrid
Location: Sydney • Australia
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Salary
💰 A$117,000 - A$125,000 per year
About the role
- Respond to support tickets and inquiries through phone, e-mail, and live chat
- Diligently work with customers by providing regular updates to tickets and open issues
- Communicate closely with Support tier 1 and 3 to troubleshoot and resolve issues
- Work with our Managed Backup Services team to implement, monitor, optimize our backup plans
- Assist with QA regarding bugs and new features, consistently test functionality of the platform
- Assist in managing the knowledge base to help clients find answers to frequently asked questions
- Be open to wearing multiple hats with a readiness to support all members of the Odaseva team
- Acting as a Bridge to Expert Services: Transition seamlessly from reactive support to proactive architectural guidance, designing scalable data management strategies and best-practice frameworks for enterprise-level clients.
Requirements
- 3-5 years of experience resolving technical issues for clients in a support environment ideally for a SaaS company
- Salesforce experience and certification mandatory
- Background in establishing and building lasting customer relationships and/or customer support experience
- Ability to multitask between calls, emails and open cases to resolve issues
- Comfortable presenting ideas internally and to client stakeholders
- Excellent time and priority management skills
Benefits
- Flexible Work Environment
- Supportive & Collaborative culture
- Opportunities for professional development
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
technical issue resolutionQA testingdata management strategiesbackup plan optimizationSaaS support
Soft Skills
customer relationship buildingmultitaskingcommunicationtime managementpriority management
Certifications
Salesforce certification