Product Specialist

1 month, 1 week ago
Full-time
Mid Level
Customer and Technical Support
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
51-250
Founded 2002

Description

  • Provide first-line phone and email support, diagnosing and resolving client queries within SLAs.
  • Assess issues, distinguish software bugs from training needs, and escalate appropriately to Support, Engineering, or Customer Success.
  • Monitor internal communications, platform status, and uptime for potential client-impacting issues.
  • Maintain accurate records, worksheets, workflows, client audits, and overnight handovers.
  • Contribute to support articles, client training, user data requests, analysis, and platform testing.
  • Develop expert knowledge of the Board Intelligence platform and stay current with product developments.
  • Provide customer feedback to Product and Customer teams and suggest improvements to processes.
  • Work independently overnight while maintaining security procedures and acting as a representative of Board Intelligence.

Requirements

  • Relevant customer service and/or technical support experience.
  • Excellent spoken and written communication skills for phone and email support.
  • Ability to diagnose and resolve issues, exercise sound judgment, and escalate with clear context.
  • Proactive, motivated, and comfortable working largely unsupervised overnight.
  • Strong attention to detail and commitment to accurate records and high standards.
  • Ability to ask clarifying questions, multitask, prioritize tickets and calls, and remain calm under pressure.
  • Interest in technology, customer service, and problem solving.
  • Comfortable working autonomously from home with a reliable, professional home setup.
  • Basic fault diagnosis, triage, and resolution skills (preferred).
  • Familiarity with JIRA, Datadog, PagerDuty, BugSnag, or similar support, monitoring, and incident-management tools (preferred).

Benefits

  • Remote home-based work from Sydney, Australia.
  • Overnight shift working 23:00–08:00 UK time, with Sunday–Thursday or Tuesday–Saturday patterns.
  • Opportunity to support other business areas and develop new skills during quieter periods.
  • Work with a global client base at the intersection of AI, technology, and governance.
  • Inclusive workplace with reasonable adjustments available throughout the hiring process.

Interested in this position?

Apply directly on the company website

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