Technical Support specialist (home-based)FYI Software Pty Ltd

We're looking for an experienced and client-focused support team member with a can-do attitude to join our team.
FYI is a cloud document management and automation engine for accountants in practice. Designed and built by accountants, it's a way of re-engineering email and management and document management, and automating processes to save time on repetitive tasks, improve accuracy and boost productivity. Our clients are senior partners, practice managers, accountants and administrators in busy accounting firms. Since launching at the end of 2018, we've gained more than 12,000 users from firms of all sizes. We're onboarding practices every week, and our team is growing and conquering new challenges every day. With headquarters in Adelaide, we are rapidly growing across Australia, New Zealand and the UK.
 
Your Role:
 
Our clients are senior partners, practice managers, accountants, and administrators who use FYI daily in busy accounting firms. Your role is to understand and support them so they can shave minutes off repetitive daily tasks and boost their productivity. You will work as part of our Support Team and report directly to the Head of Client Support.
 
Your Responsibilities:
Deliver excellent customer service through timely, accurate and helpful email responses to client support tickets.
Correctly determine the cause of support issues, select, and explain the best solution, and follow up to ensure resolution.
Accurately document all issues in the ticket tracking system, editing, and updating documentation based on successful client issue resolution.
Become an expert in the FYI platform, with a thorough understanding of the onboarding process and how to use existing and new features.
Qualifications:
Previous experience in technical support, with a proven track record of resolving software issues and providing customer assistance.
Highly proficient with Microsoft Office 365 applications, including Word, Excel, Outlook, Sharepoint, OneDrive and Teams.
Demonstrated experience working with SaaS platforms and understanding cloud-based software solutions.
Experience with ticketing systems like Zendesk or similar tools for tracking customer issues and managing workflows.
Ability to document support cases and resolutions and provide clear instructions to customers.
Excellent verbal and written communication skills to interact effectively with customers and internal teams.
What success looks like:
Acceptable support case volumes and response times are in accordance with support procedures. 
Effective adoption of all FYI features to be comfortable supporting clients. 
Positive client experiences and feedback.