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Customer Support Specialist (First Line Support)

8 hours, 1 minute ago
Australia
Full-time
Mid Level
Customer Support
Customer and Technical Support
Datadog JIRA PagerDuty
Apply Now
Board Intelligence

Board Intelligence

Board Intelligence provides business reporting software and tools that revolutionize board and management reports, enabling faster, smarter decisions in the boardroom. Trusted by over 40,000 leaders and 3,000 organizations, Board Intelligence aims to d...

Professional Services
51-200
Founded 2002
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Description

  • Serve as the first point of contact for client queries by phone and email, diagnosing and resolving issues within SLAs.
  • Assess whether issues are bugs, training needs, or other concerns, and escalate appropriately to Second Line Support, Engineering, or Customer Success.
  • Monitor internal communications, platform status, and uptime for potential client-impacting issues.
  • Document client interactions, diagnostic steps, and overnight handovers accurately and comprehensively.
  • Maintain daily workload processes, including required worksheets and workflows.
  • Contribute to support articles, occasional client training, and client self-service initiatives.
  • Conduct routine client audits, user data requests, analysis, and ad hoc platform testing.
  • Stay current on product developments and build working relationships with UK-based and cross-functional colleagues.
  • Provide customer feedback to product and customer teams and suggest improvements to support processes.
  • Undertake projects for other teams and maintain strict security procedures when handling client issues.

Requirements

  • Track record in customer service and/or technical support in a relevant business or industry.
  • Excellent written and verbal communication skills for clear, confident phone and email support.
  • Ability to diagnose and resolve issues using sound judgement and provide clear context when escalating.
  • Ability to work autonomously and make decisions while largely unsupervised during overnight UK coverage.
  • Strong attention to detail, record-keeping, prioritisation, and multitasking skills under pressure.
  • Confidence to ask clarifying questions and understand client needs before responding.
  • Interest in technology, customer service, and problem-solving.
  • Comfortable working from home with a reliable, professional home-working setup.
  • Availability to work 8am–5pm AEST on either a Sunday–Thursday or Tuesday–Saturday schedule.
  • Basic fault diagnosis, triage, and resolution skills; familiarity with JIRA or similar ticketing tools is preferred.
  • Exposure to Datadog, PagerDuty, BugSnag, log monitoring, or incident-management tools is preferred.

Benefits

  • Opportunity to work remotely from Sydney while supporting a global client base and UK-based team.
  • Exposure to AI-powered governance technology and high-stakes board environments.
  • Opportunities to develop new skills and support projects across the business during quieter periods.
  • Inclusive workplace that welcomes candidates from all backgrounds and provides reasonable adjustments during the hiring process.

Interested in this position?

Apply directly on the company website

Apply Now

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