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FYI Software Pty Ltd

Technical Customer Support Specialist (Home-Based)

FYI Software Pty Ltd

11-50 employees
Total vacancies for this job title : 1
Posted on : July 30, 2020
Job ID : 362583


We’re looking for experienced customer support specialists for our cloud document management and process automation software for accountants. You need to be technically proficient, have exceptional customer support experience (preferably in a professional B2B SaaS environment) and fantastic analytical and troubleshooting skills. Do you want to join a small support team based in Cebu, work closely with head office in Australia, with opportunities for professional career development? If so, we’d love to hear from you!
The Team: 
Our Support Team are our front-line representatives providing assistance to the growing number of accounting practices using the FYI platform, globally. We strive to make every client happy, interacting by email to respond to queries, concerns and requests about FYI and its many features. Our clients are senior partners, practice managers, accountants and administrators using FYI daily in busy accounting firms. Our role is to understand and support them so they can shave minutes off repetitive daily tasks and boost their productivity. 
What you’ll do: 
  • 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
  • Escalate technical issues to our Engineering and Client Success teams if required, following procedures and guidelines  
  • Provide extra support to new clients during their onboarding phase, establishing a good rapport from the outset. 
  • Empower end-users to support themselves using our knowledge base 
  • Become an expert in the FYI platform, with a thorough understanding of the onboarding process and how to use existing and new features 
  • Communicate effectively with product management, QA, documentation, training, deployment and other departments within FYI 
You’ll love this role if you: 
  • Have 2+ years of technical support experience and 2+ years in a customer service role 
  • Can speak and write clearly and accurately, particularly in relation to technical concepts 
  • Are driven, enthusiastic and self-motivated to learn, master and teach 
  • Thrive in high-pressure situations – you’ll need to be patient, attentive and calm under pressure with solid time management skills  
  • Have a strong work ethic and are great at building relationships with clients and stakeholders. 
We’d also love it if you have…
  • Experience trouble-shooting in a SaaS environment 
  • Experience using ZenDesk or other common help-desk and ticketing solutions 
  • Experience with browser and Microsoft Office troubleshooting 
  • Knowledge of the accounting industry  
  • Experience writing technical content  in  the form of product documentation and FAQs 
We are prepared to offer a competitive compensation package and benefits to the right candidates, including. 
  • Competitive salary and benefits
  • Inclusive and collaborative culture 
  • Team building initiatives
  • Growth opportunities within the company 
  • Flexible working hours considered for the right candidate
About FYI: 
FYI is an automated document management solution for accountants in practice. Based in Adelaide, South Australia, we are on a mission to provide the best in-market tech solution improving the productivity of accounting practices globally. FYI launched into the Australian market at the end of 2018 and is already attracting attention as a game-changer for accountants. We’ve quickly gained subscribers from firms of all sizes and we’re onboarding new practices every week. Our team is growing and conquering new challenges every day. Our end game is global expansion starting with New Zealand and the UK in 2020.
For more information about our company, visit our website:

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