Customer Support Specialist (First Line Support)

The Role

As we grow our global client base, we are expanding our round-the-clock support coverage and are looking for a Customer Support Specialist (First Line Support) to join BI24, our 24/7 support team, based in Sydney, Australia.

You will become an expert on the Board Intelligence platform, providing exceptional, concierge-style support to our global network of clients so they get fast, confident resolutions to their queries. Working UK hours from Sydney, you will be the principal point of contact for the UK business overnight, bridging the gap between the UK team finishing their day and starting the next.

While you will be based in Sydney, you will be working closely with, and reporting into, a UK-based team, so a strong affinity for UK working culture and communication style is important.

This role will work from 8am-5pm AEST which covers our overnight shift in the UK. We are recruiting for two possible day patterns:

• Sunday to Thursday
• Tuesday to Saturday

The specific pattern for this hire will be agreed at offer stage, based on team coverage needs.

Three days a week you will be supported by another out-of-hours colleague. On the other nights you will be the principal point of contact for the business. During quieter periods there is the opportunity to support other parts of the business and learn new skills.

Main Responsibilities

• As first point of contact by phone or email, diagnose and resolve client queries in line with our SLAs — timely, concise and effective responses built on a full understanding of the user’s query — while remaining alert to incoming calls, emails and internal requests.
• Use your judgement to assess whether an issue is a software bug or reveals a need for more advanced training, identifying and escalating anything requiring further investigation.
• Stay vigilant to internal messaging and communication, including platform status and uptime, which may indicate issues a client is experiencing.
• Where you cannot resolve an issue, escalate it to Second Line Support, Engineering or Customer Success, explaining the context, the steps you took to diagnose it, and any notes on the user’s situation.
• Stay fully aware of daily workload expectations, ensuring worksheets and flows are used.
• Support client self-serve strategies by contributing to support articles and occasional client training.
• Perform routine client audits and maintain accurate records of all client interactions.
• Become an expert on Board Intelligence, keeping up to date with product developments by engaging with UK daytime content and meeting recordings, and building relationships with colleagues across the business.
• Conduct user data requests and analysis, and ad hoc platform testing.
• Take on projects from other teams to help further our company objectives.
• Provide a feedback loop to the product and customer teams, representing the customer voice.
• Proactively contribute ideas for the improvement of the team and internal processes.
• Ask intelligent, pertinent questions to build context around potentially complex issues, while ensuring security procedures are strictly maintained.
• Maintain accurate, detailed records of all client interactions.
• Act as an ambassador for the business, living and breathing the Board Intelligence principles and standards.

Person Specification 

This role suits someone who is genuinely comfortable working alone. For much of the week you will be the only person representing Board Intelligence to our clients, making judgement calls without a colleague to turn to, and deciding for yourself what can wait until the UK team wakes up and what cannot.

You are calm when several things arrive at once, meticulous about records, and curious enough to want to understand a problem rather than simply close a ticket. You take pride in a client ending the conversation better off than when it started.

Required Skills and Experience 

• A track record of customer service and/or technical support work from a relevant business or industry.
• Excellent spoken and written communication skills, with the ability to explain concepts clearly and confidently by phone and email.
• Ability to diagnose and resolve issues with sound judgement, escalating when appropriate and providing clear context to colleagues.
• High levels of motivation, with a proactive mindset and the ability to use your own initiative while working largely unsupervised overnight.
• Impeccable attention to detail and a commitment to high standards.
• Confidence to ask questions to establish exactly what someone needs before providing an answer.
• Ability to multitask, remain calm under pressure, and prioritise incoming tickets and calls.
• Naturally inquisitive, with an interest in technology, customer service and problem solving.
• Comfortable working autonomously from home, with a reliable, professional home working setup.

Nice to haves

• Basic fault diagnostics, triage and resolution skills.
• Basic familiarity with JIRA, or similar, for logging and tracking customer issues.
• Exposure to Datadog, or basic log review and monitoring.
• Exposure to PagerDuty, or other alert and incident management systems.
• Exposure to BugSnag, or other error reporting tools.

What good looks like in this role

• Clients get a fast, confident resolution overnight, and rarely need to raise the same issue again the following day.
• The UK team starts its day with a clear picture of what happened overnight, because your handover and records are accurate and easy to pick up.
• You escalate the right things at the right time — neither sitting on something that needed Engineering, nor passing on what you could have resolved yourself.
• You are trusted to hold the business on your own on the nights you work alone.
• Your product knowledge keeps pace with UK-daytime developments, despite working opposite hours to the people building it.
• Support articles and client training are better because of contributions you have made.