Product Support Specialist (Zoho Desk) (AU Client)

We are seeking for a skilled and customer-oriented Technical Support Specialist to join a growing and dynamic Software Development company in Australia. Its main product is a web application that is used primarily in the health sector to support the growing industry of interpreter services.

The primary role of this position is to ensure that all customer support issues are promptly and effectively resolved. That the support queue is effectively triaged, and regular updates provided to our customers. Secondary to this role is the creation of support knowledge base articles and online training material. Responsibility may also include assisting the technical team with testing and quality control.

Job Description:
Manage Zoho Desk support, respond to customers, follow up on support tickets, and view/test issues reported by customers. Ensure that issues have been resolved by checking in with customers to ensure satisfactory resolution for all support tickets.
Provide first level support.
Proactively communicate with team members while working with minimal supervision and
attend daily meetings to provide updates on support queue.
Provide Zoho Desk reporting to management.
Work both individually and as part of the technical team.
Contribute to technical and product roadmaps, show a proactive attitude and initiative to get
things done, communicate effectively, and learn quickly.
Ability to write and manage Knowledge Base documents to streamline support.
Ability to assist in writing and/or creating online and video training material.
Assist developers in testing and documenting issues found during testing and investigating
code issues.
Correctly report on utilisation of time in company timesheets daily.

Must Have:
Experience in a helpdesk role.
Excellent spoken English.
Excellent written English and experience in responding to customer support queries.
Great interpersonal skills and able to share relevant information effectively, verbally and in writing.
Strong organizational skills with the ability to triage customer requests, handle multiple assignments, prioritize tasks, and meet demanding deadlines.

Job requirements:
Minimum of three (3) years as Technical Support Specialist.
Proven experience with Zoho Desk.
Understanding of web applications.
Familiarity with Cloud Computing service such as Microsoft Azure, AWS.
Familiarity with JSON/ REST APIs and their integration into web applications.
Experience in software testing.
Software development skills.
Ability to troubleshoot, document and communicate effectively.
Can start immediately