Software Support Specialist (Remote)

Job Title: Software Support Specialist
Location: Remote (anywhere in Australia)

About Dealer Studio:
Dealer Studio is the leading provider of end-to-end eCommerce software solutions for the Australian Automotive Industry. Our innovative platform empowers car dealerships with cutting-edge website solutions, digital loyalty programs, chatbots, inventory management and more.

Role Overview:
We are seeking a highly organised and customer-focused Software Support Specialist to work on our support ticket management process and provide general client support. The Software Support Specialist will be responsible for ensuring that incoming support requests are promptly triaged, assigned to the appropriate departments or individuals, and resolved in a timely manner. As the conduit between client and internal teams, the Software Support Specialist needs to be able to communicate effectively and ensure both parties achieve their desired outcomes quickly and efficiently. This role requires strong organisational skills, attention to detail, and the ability to collaborate effectively with cross-functional teams.

Key Responsibilities:

• Work with our existing support team to manage the end-to-end support ticket management process, from ticket triage to resolution, ensuring that all requests are handled efficiently and effectively.
• Adhere to clear guidelines and criteria for triaging tickets, prioritising them based on urgency and impact on customers.
• Collaborate closely with front end developers, back end developers, marketing team members, and project managers to ensure seamless communication and resolution of support issues.
• Monitor and track ticket metrics, including response times, resolution times, and customer satisfaction ratings to identify areas for improvement and drive operational excellence.
• Provide regular reports and updates to senior management on the status of support tickets, key performance metrics, and trends in customer feedback.
• Communicate product updates to clients as needed, ensuring they are educated and empowered on how to maintain their own websites and digital products, reducing support required.
• Manage FAQ articles that can be used to answer common questions and requests.

Qualifications:

• Proven experience in a customer support or technical support role
• Strong understanding of support ticket management processes and best practices, preferably in a software development or technology environment.
• Excellent communication skills, with the ability to effectively communicate technical concepts to non-technical stakeholders.
• Exceptional organisational skills and attention to detail, with the ability to prioritise and manage multiple tasks simultaneously in a fast-paced environment.
• Proficiency in using support ticketing systems and other relevant software tools (e.g., Zendesk, Jira Service Management, Help Scout etc).
• Passion for delivering exceptional customer service and driving customer satisfaction.

Benefits:

• Full-time, remote work (anywhere in Australia)
• Opportunity to work in a dynamic and innovative environment, collaborating with talented professionals across various disciplines.
• Ongoing opportunities for professional development and career advancement within the organisation.

If you are passionate about customer support and have a proven track record of operating efficiently in a fast-paced environment, we want to hear from you!