Technical Product Support Specialist (Australia support)

Reward Gateway, together with Edenred, are a global market leader in benefits and employee engagement. We help our clients and their leaders to transform employee experience that will attract, engage and retain top talent through employee benefits, strategic reward and recognition, well-being, and much more.

With our shared missions of ‘Making the World a Better Place to Work” and ‘Enriching connections, For good’. You’ll be contributing to improving employee engagement and building better, stronger and more resilient organisations to improve people’s daily lives. Our shared mission guides our every action and charts a sustainable path to a better future.

As we expand and grow our business, an opportunity has become available for a Technical Product Support Specialist who will join our Service Desk team.

In this role, you will be responsible for providing second-line technical assistance to our internal teams and acting as the triage between local support teams and our Product and Engineering Teams. Having a deep understanding of the product is critical to help investigate, resolve, or triage complex technical issues efficiently.

You will be an excellent problem-solver, with the ability to communicate complex technical information clearly and have a strong customer service orientation.

PLEASE NOTE : This role will provide support to the AUS team and the working hours are from 04h00 to 13h00.

Key Responsibilities

Technical Support and Troubleshooting

• Provide expert-level technical support for the company's products to first-line support teams via our Product and Engineering Service Desk (Jira / Zendesk)
• Diagnose and resolve complex technical issues by analyzing problems, identifying the root cause, and implementing effective solutions
• Escalate unresolved issues to higher-level technical teams or product development as necessary, ensuring timely resolution
• Be accountable for ensuring tickets are progressed, updated and resolved in line with our SLAs

Customer Interaction and Communication

Product Knowledge and Documentation

Data Analysis and Reporting

Skills

Excellent English verbal and written communication skills

The Interview Process

At Reward Gateway, we are committed to ensuring an inclusive and accessible recruitment process for all candidates. If you have any specific requirements or need reasonable adjustments at any stage of the recruitment journey, please let your Talent Acquisition Partner know. Your needs are important to us, and we want to ensure an equitable experience for every candidate.

Be comfortable. Be you.

We want all of our employees to feel comfortable bringing their passion, creativity and individuality to work. We value all cultures, backgrounds and experiences, as we truly believe that diversity drives innovation. Express yourself, join our community and help us Make the World a Better Place to Work.

Find out more about our approach to benefits, equality, talent, technology, empathy and what you’ll get in return for joining our Mission at rg.co / lifeatrg .

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