Product Support Specialist

Inforcer is one of the fastest growing technology organisations in the world and a leading provider of cutting-edge cybersecurity and AI solutions to support the SMB market. We provide MSPs (Managed Service Providers) with the fundamental technology they need to manage and secure Microsoft 365 at scale and deliver AI services. Our mission is to be inforced in every MSP!

About the Role

We are seeking a talented and motivated Product Support Specialist to join our team in Melboune. In this role, you will be responsible for managing day-to-day ticketing process whilst having the opportunity to build out KPI’s and Service Desk objectives.

If this sound like you, we’d love to hear from you.

What you’ll be doing

• Triage and resolve critical incidents, delivering a high-quality IT Support Service
• Provide 1st and 2nd line IT support to our partners, diagnosing and resolving technical issues within our platform
• Handle issue tickets within Intercom in an effective manner
• Provide professional and empathetic support to users
• Create and track metrics such as KPI’s, CSAT and build data dashboards
• Define best practice and process whilst having an immediate impact to support technical incidents
• Follow high-severity and Major incident procedures
• Create automated workflows, document processes and looking to improve the daily ticketing process
• Providing strong customer service to ensure our partners get the best use out of our platform
• Cross-collaborate with Engineering and Product teams to flag customer feedback and feature requests

What We Can Offer You

• Steep Learning curve: We believe people leave organisations when learning stops. We promise a steep and continuous learning curve to both challenge and develop our people. You are responsible for your own learning, but you’ll be surrounded by exceptional people and strong enablement, if you choose to lean into it, in an environment where it’s safe to make mistakes, try new things, and improve.
• Real impact: We operate in a high-trust and autonomous environment where you can make a real impact and difference in your role and across the company.
• Transparency and Honesty: We believe honest and clear communication creates a highly collaborative culture. It gives you the "why" we make decisions and allows you to effectively make your own. We won’t pull the wool over your eyes, we are a fast-growing start-up that comes with its own unique challenges, but we all work hard to solve them, together, as a team.
• A+ Global Team: Our people power every part of our business, and we look for individuals who bring genuine passion to their role and operate at their very best. A-players thrive when surrounded by other A-players. Our level of growth and rate of change can be hard work and challenging, but you’ll be surrounded with exceptional people that are always happy to help.
• Regular Team Socials: We celebrate our team, our milestones, promotions and achievements with social events every month.
• Employee Recognition: Programs to recognise and reward our top contributors for their achievements and efforts. We live our company values every day and reward those people who embody them.

Skills We Need for This Role

• Previous experience in a similar product or technical support role
• Knowledge of troubleshooting (IP addressing, DHCP, DNS)
• Team leading, rota management and global coverage experience will be highly beneficial
• Previous experience of Intercom would be highly desirable
• Strong technical understanding and enthusiasm for new technologies
• Ability to work flexibly and support with critical issues as and when required
• Working knowledge of ITIL processes would be highly beneficial
• Knowledge of Microsoft Office 365
• Excellent verbal and written communication skills, with the ability to collaborate effectively across teams

Inforcer is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

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