Customer Support Specialist (f/m/d), Brisbane

Published 2023-05-27
Expires 2023-06-27
ID #1593249211
Customer Support Specialist (f/m/d), Brisbane
Australia, Queensland, Brisbane,
Published May 27, 2023

Job details:

Job type: Full time
Contract type: Permanent
Salary type: Monthly
Occupation: Customer support specialist (f/m/d)
Work from home:

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LeanIX is seeking a Customer Support Specialist who will be the first point of contact for all customer support requests. Part of the Customer Success organization, the Customer Support team at LeanIX is a critical part of the company’s current and future success as they empower and enable our customers to efficiently and effectively use the LeanIX product suite. Customer Support Specialist should have a basic knowledge of and an overall passion for learning more about technology. In addition to having excellent communication and writing skills, Customer Support Associates should also have the ability to demonstrate outstanding critical thinking skills and easily build fluid rapport with our customers. The ideal candidate is motivated by being a problem-solver – reducing and minimizing the effort of our customers to get their support cases resolved. You’ll be an integral part of a Team, whose success is based on your success and the success of our customers. The Customer Support Specialist role is an excellent pathway into the software field as this role will be given the opportunity not only to learn about LeanIX, its products and the Customer Success organization, but also about other teams, departments, and roles within the company. Customer Support Associates have gone on to thrive not only in the Support organization but in Engineering and Customer Success Management, as well. Customer Support Specialist (f/m/d) _ _connected remote - based in Brisbane Australia__ WHAT IS WAITING FOR YOU? Evaluate the impact and criticality of all support requests, escalating with urgency when needed Handle support requests from a variety of different channels (Zendesk Tickets, Intercom chat, Online Community, Scheduled Calls) Provide excellent documentation (e.g., steps to reproduce) for support tickets Work cross-functionally with the global Customer Success Management, Engineering teams and Developers in order to solve complex customer cases WHAT ARE WE LOOKING FOR? 3+ years of relevant working experience (Customer Support, Technical Support, Help Desk type experience) Fundamental technical understanding of Enterprise Architecture methodology, EA related platforms, and SaaS related platforms (LeanIX, iServer, ServiceNow, Ardoq) Profound understanding of Customer Support KPI/Metrics SSO authentication integration (SAML Azure, ADFS, Gsuite, Okta) Software/Configuration integration between applications (Service Now, Confluence, Pivio, Apptio, Intercom, Signavio) Strong written communication in a second language (German, French, Spanish, or Portuguese) next to fluent English is a plus Coding/Scripting skills (JSON, Python, HTML, GraphQL, SQL, API Endpoint/Editors) is a plus LeanIX, The Continuous Transformation Platform® that efficiently organizes, plans and manages IT landscapes, supporting 1.000+ customers with our 3 solutions Enterprise Architecture Management, SaaS Management Platform and Value Stream Management. LeanIX is not just a product, in fact it‘s a great place to work. Colleagues (500+) from dozens of countries jointly make our vision reality. We believe in transparent communication, personal development, diverse workforce, innovation by creating ideas that prove useful and that our world-class team deserves the best software stack money can buy. At LeanIX we have a Connected Remote Work Mode which means you work remotely from your home office and from one of our offices. LeanIX teams and team members decide together on the work mode which suits them best. Next to that we have great benefits for you, CHECK OUT HERE WHAT IS IN FOR YOU! ( LeanIX is committed to being an equal opportunity employer. Diversity is vital to driving the growth and success of our company. If you need an equitable interview process alternative, please let our team know at [email protected]. You will be treated with the utmost respect and confidentiality. All applicants will receive consideration for employment based on experience, qualifications, and competencies. LeanIX will not discriminate based on race, color, religion, belief, political affiliation, union membership, age, sex, pregnancy, sexual orientation, gender identity, national or ethnic origin, genetic information, creed, citizenship, disability, protected veteran or marital status, or any other status protected by applicable laws or regulations.

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    Registered on 7. Oct 2017

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