Technical Support Representative


Technical Support Representative For SaaS Company - Sydney


Job Description

  • Location: Sydney
  • Type of Employment: Full-time
  • Industry: e-Learning, SaaS
  • Function: Technical Customer Support


Mature Irish SaaS start-up looking to expand their operations in Australia, an energetic Technical Customer Support Representative is being hunted!

So, who are we looking for?

Some people don’t know what SaaS is. Some people have never heard how big EdTech industry in the world is. People often would not expect how powerful LMS (as for Learning Management System) might be.

Our client, extremely mature Irish SaaS Start-up Company hit the ground running and in 5 years secured more than 800 trusted customers. With the ‘customer friendly’ approach, advanced technology and dedicated employees each day they make a difference in e-Learning Software as a Service worldwide space.

If you believe you can contribute to their success and bring a company to another level through giving a help to a technical support team, we want to speak to you already!

The Job:

As a Technical Customer Support Specialist, you will be responsible for supporting the Customers with any issues/queries they may have. Whether this is an SQL, web or networking issue – you are the responsible one to get it sorted.

You will help to calm down annoyed customers and do your best to satisfy them. Responding to emails, phone calls, tickets, and troubleshooting queries – will be your daily bread and butter.

You will have a colleagues also based in the US, and Dublin’s Technical team - they will support you and teach you the best practices in the area, so you could do your best from the very beginning and could grow with the company.

The Fit:

I believe you have already researched what is SaaS, LMS, and EdTEch. Well done!

We expect you to have Degree in Computer Science, Software Engineering or related education.

You have strong organisational, time management and teamwork skills. You have 2 years’ experience working in a technical customer support environment and know how to please an unhappy customer. You have good working knowledge of SQL, Web troubleshooting, understanding the code, network troubleshooting, Linux/Command line and browser debugging tools (e.g. Firebug).

As a bonus we would consider understanding Common API & authentication mechanism and any knowledge of SCORM, AICC, Tin Can or eLearning related technologies. If you have experience in SaaS or eLearning environment – this would be a big bonus.

We believe you have excellent English level skills, so you can deal with customers even if they speak with different accents.

Jehona Jashari, Senior Recruiter - Your e-Frontiers consultant for this job

Jehona is a Recruitment Consultant for e-Frontiers Business. She focuses on mid-senior level roles, recruiting for IT companies across Ireland, UK and US with a focus and specialisation within Customer Success, Customer Support, Marketing and HR roles at all levels. Jehona has strong language and communication skills, bilingual Albanian and Norwegian, fluent English, German and business proficiency in Swedish and Danish and always goes an extra mile for both clients and candidates. Jehona is an active Olympic Handball player for Dublin International Handball Club playing in the Senior Women League, also managing the Irish U21 Men’s National Team.

Specialises in: Customer Success, Customer Support, Marketing, Human Resources