Technical Support Specialist - APAC

Brisbane, Sydney or Melbourne Based Remote

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Degreed, Inc.
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Posted 2 weeks ago

Degreed is the upskilling platform that connects learning to opportunities. We integrate everything people use to learn and build their careers—skill insights, LMSs, courses, videos, articles, and projects—and match everyone to growth opportunities that fit their unique skills, roles, and goals. Degreed is looking for a Technical Support Specialist to join our Client Experience (CX) team. As a Technical Support Specialist, you will interact directly with Degreed clients and their end-users to ensure that technical issues are resolved quickly and efficiently.  You are ready to provide an unparalleled support experience, and you recognize that this role significantly impacts the Degreed client experience and can impact client satisfaction and retention.   This role reports to a Manager, Technical Support, and this role is based in Australia, preferably located in Sydney or Brisbane (or surrounding areas).  This core workweek for this position is Wednesday to Sunday.

Day In The Life

  • Provide technical support to Degreed clients via phone, email, and/or chat platforms; work with end-users to diagnose and resolve routine technical software issues quickly and efficiently
  • Track and document all technical issues and the steps taken to resolve the issue; escalate cases to upper-tier engineers or other CX resources when appropriate
  • Support client questions and issues by gathering data about the problem they are experiencing, analyzing their needs, then research possible resolutions before implementing the best solution to meet the specific situation
  • Stay current with product updates, system changes, and customer support team procedures and best practices 
  • Must be willing and able to work Wednesday to Sunday as your standard workweek
  • Candidates are required to work remotely from within Australia (Sydney or Brisbane preferred)
  • This description reflects management's assignment of essential functions; it does not prescribe or restrict other tasks as assigned and is subject to change at any time

Who You Are

  • 1-3 years of experience in technical customer service/technical support or help desk support
  • Proven ability to learn new software quickly for the purpose of supporting end users
  • Effective use of listening skills to develop an understanding of client inquiries and problems
  • Strong written and verbal communication skills with the ability to translate technical concepts to a non-technical audience. You inspire confidence while leading clients through steps to resolve issues and defuse situations where clients may be frustrated
  • Excellent analytical and problem-solving skills combined with the ability to provide quick resolution to problems
  • Able to work independently, within a team, and cross-functionally to best support the client and/or improve the product
  • Professional fluency in English, including speaking, listening, reading, and writing skills

What Will Set You Apart

  • Professional proficiency in Brazilian Portuguese or Spanish
  • Experience with web troubleshooting (i.e., capturing network traces, extracting a .HAR file)
  • Experience with SaaS applications and platforms
  • Basic knowledge of API interfaces, SSO, and FTP troubleshooting
  • Experience with ticket management systems and call tracking applications
  • You are passionate about continual learning and sharing knowledge
Work Environment & Physical Demands
Degreed is a remote-first company; however, our roles are open to in-office or flex work if you live in a city with a physical office location (when it is safe to return to the office). This role has the opportunity to operate 100% virtually from your home office within Australia, preferably in the Sydney or Brisbane area. As a global business, we primarily collaborate through virtual meetings (Zoom), email, and Slack. You will be required to operate a laptop computer, computer software platforms, and other office productivity machinery as necessary in this role.  Due to the nature of this role, you must be able to remain stationary for extended periods and must be able to observe and interpret written and/or verbal communication. 
Additional Information
This position requires a successful candidate to work in Australia.  Prior to commencing work, applicants must have and provide Degreed with proof of authorization to work in Australia. 
Degreed provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training. 
We are committed to the full inclusion of all qualified individuals. As part of this commitment, Degreed will provide reasonable accommodations to all qualified individuals with disabilities to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment. Please contact us at peopleops@degreed.com to request an accommodation.
See Degreed Jobs for more details on Degreed and why you should come work with us! 
Job tags: API Customer service Recruiting Research SaaS SSO Training
Job region(s): Asia/Pacific
Job stats:  4  0  0
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