Job description
Zigzag is looking for a Technical Support Specialist to join our team!
Role Overview
As a Technical Support Specialist, you will be the first point of contact for our customers and staff seeking technical assistance with our products and services. You will provide high-quality email-based support, managing customer cases efficiently and ensuring timely resolution of issues. You will leverage ticketing tools to document, track, and escalate inquiries while troubleshooting a range of technical challenges related to our clients’ payment solutions.
Additionally, they are seeking someone with strong database and data analytics skills who can help to uplift the Technical Support team to take on Data projects, tasks, and issues.
This role requires strong technical problem solving skills, the ability to communicate complex technical concepts clearly, and a customer-first mindset. Empathy is key, as you will work closely with both internal teams and external customers to ensure a seamless support experience.
By collaborating with engineering, product, and operations teams, you will help drive continuous improvements in service delivery and customer satisfaction.
Business Overview
Our client is a prominent Australian FinTech payment service provider with over a decade of experience in servicing B2B merchants.
They specialise in providing connectivity to multiple Australian payment rails and account-to-account real-time payments, including BPAY, PayID, and PayTo.
They aim to empower businesses to simplify their intricate payments workflows by facilitating seamless automation and reconciliation through robust payment APIs.
Key Responsibilities
Provide responsive, empathetic first-line technical support via email and ticketing systems.
Troubleshoot and resolve technical issues, escalating where needed.
Own customer cases end-to-end, ensuring clear communication and timely resolution.
Accurately document customer interactions and resolutions in support tools.
Support customer onboarding and provide helpful resources for ongoing success.
Collaborate with internal teams (e.g. Engineering, Product, Account Management) to resolve complex issues and share customer insights.
Assist with customer data requests and data-driven initiatives.
Contribute to projects and provide customer data insights for internal projects such as investigations, billing, reconciliation, and audits.
Generate and interpret reports that provide insights into customer usage, issues, or outcomes.
Spot recurring issues and contribute to product, process, and support content improvements.
Monitor incidents and escalate risks or emerging trends.
Meet or exceed KPIs and service level targets.
Contribute to documentation and knowledge sharing.
Experience
Experience with HTTP API integrations, including using platforms such as Postman or cURL.
Hands-on experience working with databases and writing database queries (SQL).
Extensive experience analysing structured data using tools like Excel, Google Sheets, Looker, and SQL database clients to troubleshoot issues, generate reports, and support decision-making.
Software development domain knowledge, and ability to clearly communicate with software developers about complex issues.
5+ years in technical roles, such as technical service desk, software development, or similar.
2+ in a technical service desk role, performing internal or external customer support tasks.
Conducting thorough investigations of technical faults, questions, and enquiries, compiling evidence, and documenting findings.
Understanding of ticket management platforms (eg. Zendesk, Salesforce, FreshDesk, etc) and how to prioritise, track, and manage work using these tools.
Strong written and verbal communication with internal and external customers and stakeholders.
Good to have:
○ Payments industry or banking domain knowledge or experience.
○ Knowledge or experience with the ITIL Service Management (Service Desk ) framework.
Qualifications
Bachelor’s Degree in IT, Computer Science, or a related field (or equivalent working experience).
Relevant certifications.
Qualities
Resourceful, proactive, flexible, and comfortable working in a fast-paced environment.
Robust written and verbal communication skills, with both high- and low-tech stakeholders.
Highly methodical and process-orientated for critical tasks, while still showing innovation when necessary.
Ability to define problem statements before jumping into solution mode.
Ability to multitask and perform effectively under pressure.
Ability to communicate effectively with customers of differing technical ability, and know how to adjust language to suit.
Be a fast-learner and easily adapt to new ways of working.
Ability to interpret data and patterns discovered in it, problem solving skills.
Ability to work effectively remotely— autonomously, or as part of functional or cross- functional teams.
Performance Metrics and Expectations
Response and resolution time for customer issues.
Customer satisfaction scores (cSat/CES).
Adherence to SLAs and protocols.
Contribution to knowledge base and process improvements.
The responsibilities and requirements within this Job Description may vary in line with changing
business and operational requirements.
