Support Specialist (Tier 3)

Accountabilities Serve as a key point of contact for customers, responding to inquiries through phone and email with clear, timely, and helpful solutions. Troubleshoot technical issues across products and features, resolving customer challenges or escalating complex cases when required. Provide guidance on product usage, helping users understand available features and achieve their goals effectively. Support customers across the APAC region while contributing to a global customer support operation. Act as an advocate for customer needs by identifying recurring issues, sharing feedback, and collaborating with product teams on improvements. Maintain a high standard of customer service by demonstrating empathy, ownership, and strong problem-solving skills. Adapt to changing priorities and support customer needs during key periods, including occasional weekend coverage when required. Requirements Previous experience in customer support, technical support, or a similar customer-facing role involving troubleshooting and issue resolution. Strong problem-solving skills with the ability to understand customer challenges and identify effective solutions. Excellent written and verbal communication skills, with the ability to explain technical concepts clearly and professionally. Customer-focused mindset with strong empathy, active listening skills, and a commitment to delivering positive experiences. Ability to remain calm, flexible, and effective in a fast-paced and evolving environment. Strong collaboration skills with the ability to work across teams and advocate for customer needs. Experience supporting software products, digital platforms, or technology solutions is preferred. Familiarity with sports technology, high-performance analysis workflows, or video analysis software is a plus. Benefits Competitive salary range of $60,000–$80,000 AUD. Opportunity to work with innovative sports technology products used by teams and athletes worldwide. Flexible work options designed to support work-life balance. Generous vacation allowance, company holidays, and meeting-free focus days. Autonomy and trust from day one within an open and collaborative culture. Professional development resources and opportunities for career growth. Technology and tools provided to help you perform effectively. Employee wellbeing support, including mental health resources and employee assistance programs. Inclusive workplace culture focused on belonging, diversity, and collaboration.