- Evaluate the impact and criticality of all support requests, escalating with urgency when needed
- Handle support requests from a variety of different channels (Zendesk Tickets, Intercom chat, Online Community, Scheduled Calls)
- Provide excellent documentation (e.g., steps to reproduce) for support tickets
- Work cross-functionally with the global Customer Success Management, Engineering teams and Developers in order to solve complex customer cases
- 3+ years of relevant working experience (Customer Support, Technical Support, Help Desk type experience)
- Fundamental technical understanding of Enterprise Architecture methodology, EA related platforms, and SaaS related platforms (LeanIX, iServer, ServiceNow, Ardoq)
- Profound understanding of Customer Support KPI/Metrics
- SSO authentication integration (SAML Azure, ADFS, Gsuite, Okta)
- Software/Configuration integration between applications (Service Now, Confluence, Pivio, Apptio, Intercom, Signavio)
- Strong written communication in a second language (German, French, Spanish, or Portuguese) next to fluent English is a plus
- Coding/Scripting skills (JSON, Python, HTML, GraphQL, SQL, API Endpoint/Editors) is a plus
Company
Location
Sydney - Australia
Job type
Full-Time
Python Job Details
LeanIX is seeking a Customer Support Specialist who will be the first point of contact for all customer support requests. Part of the Customer Success organization, the Customer Support team at LeanIX is a critical part of the company’s current and future success as they empower and enable our customers to efficiently and effectively use the LeanIX product suite.
Customer Support Specialist should have a basic knowledge of and an overall passion for learning more about technology. In addition to having excellent communication and writing skills, Customer Support Associates should also have the ability to demonstrate outstanding critical thinking skills and easily build fluid rapport with our customers. The ideal candidate is motivated by being a problem-solver – reducing and minimizing the effort of our customers to get their support cases resolved. You’ll be an integral part of a Team, whose success is based on your success and the success of our customers.
The Customer Support Specialist role is an excellent pathway into the software field as this role will be given the opportunity not only to learn about LeanIX, its products and the Customer Success organization, but also about other teams, departments, and roles within the company. Customer Support Associates have gone on to thrive not only in the Support organization but in Engineering and Customer Success Management, as well.
Customer Support Specialist (f/m/d)
\_\_connected remote - based in Brisbane Australia\_\_
WHAT IS WAITING FOR YOU?
LeanIX is not just a product, in fact it‘s a great place to work. Colleagues (500+) from dozens of countries jointly make our vision reality. We believe in transparent communication, personal development, diverse workforce, innovation by creating ideas that prove useful and that our world-class team deserves the best software stack money can buy.
At LeanIX we have a Connected Remote Work Mode which means you work remotely from your home office and from one of our offices. LeanIX teams and team members decide together on the work mode which suits them best. Next to that we have great benefits for you, CHECK OUT HERE WHAT IS IN FOR YOU! (https://www.leanix.net/en/company/career)
LeanIX is committed to being an equal opportunity employer. Diversity is vital to driving the growth and success of our company. If you need an equitable interview process alternative, please let our team know at people@leanix.net. You will be treated with the utmost respect and confidentiality.
All applicants will receive consideration for employment based on experience, qualifications, and competencies. LeanIX will not discriminate based on race, color, religion, belief, political affiliation, union membership, age, sex, pregnancy, sexual orientation, gender identity, national or ethnic origin, genetic information, creed, citizenship, disability, protected veteran or marital status, or any other status protected by applicable laws or regulations.
Customer Support Specialist should have a basic knowledge of and an overall passion for learning more about technology. In addition to having excellent communication and writing skills, Customer Support Associates should also have the ability to demonstrate outstanding critical thinking skills and easily build fluid rapport with our customers. The ideal candidate is motivated by being a problem-solver – reducing and minimizing the effort of our customers to get their support cases resolved. You’ll be an integral part of a Team, whose success is based on your success and the success of our customers.
The Customer Support Specialist role is an excellent pathway into the software field as this role will be given the opportunity not only to learn about LeanIX, its products and the Customer Success organization, but also about other teams, departments, and roles within the company. Customer Support Associates have gone on to thrive not only in the Support organization but in Engineering and Customer Success Management, as well.
Customer Support Specialist (f/m/d)
\_\_connected remote - based in Brisbane Australia\_\_
WHAT IS WAITING FOR YOU?
LeanIX is not just a product, in fact it‘s a great place to work. Colleagues (500+) from dozens of countries jointly make our vision reality. We believe in transparent communication, personal development, diverse workforce, innovation by creating ideas that prove useful and that our world-class team deserves the best software stack money can buy.
At LeanIX we have a Connected Remote Work Mode which means you work remotely from your home office and from one of our offices. LeanIX teams and team members decide together on the work mode which suits them best. Next to that we have great benefits for you, CHECK OUT HERE WHAT IS IN FOR YOU! (https://www.leanix.net/en/company/career)
LeanIX is committed to being an equal opportunity employer. Diversity is vital to driving the growth and success of our company. If you need an equitable interview process alternative, please let our team know at people@leanix.net. You will be treated with the utmost respect and confidentiality.
All applicants will receive consideration for employment based on experience, qualifications, and competencies. LeanIX will not discriminate based on race, color, religion, belief, political affiliation, union membership, age, sex, pregnancy, sexual orientation, gender identity, national or ethnic origin, genetic information, creed, citizenship, disability, protected veteran or marital status, or any other status protected by applicable laws or regulations.
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