Description
Forecast, an Accelo-owned company, helps professional services firms manage projects, plan resources, and track profitability - without the spreadsheet chaos. We are seeking a knowledgeable, curious, and detail-oriented Tier II Technical Support Specialist to join our Customer Operations team. In this role, you’ll provide expert-level technical guidance, problem-solving, and support to our clients while collaborating closely with internal teams. This is a great opportunity for someone passionate about customer success and technical innovation to play a critical role in enhancing client experiences.
Key Responsibilities
- Deliver exceptional technical support to customers and partners by resolving inquiries and issues.
- Serve as the go-to resource for advanced technical solutions and troubleshooting.
- Diagnose and resolve issues, particularly related to third-party integrations (e.g., email, accounting platforms, RMMs).
- Collaborate with developers to log, prioritise, and resolve bugs and enhancement requests in JIRA.
- Partner with the Customer Success team to provide direct support via tickets, email, phone, and chat.
- Offer technical insights to optimise client account configurations and usage.
- Lead improvements in processes by turning custom solutions into repeatable processes.
- Act as a subject matter expert for key integrations (e.g., QuickBooks, HubSpot, HiBob, Okta).
- Train internal teams and customers on new features, integrations, and best practices.
- Monitor and maintain vendor platform integrations by testing and managing accounts.
- Conduct product and integration testing before market release.
Who You Are
-
Experienced in Support: Has 2+ years experience in a technical support role, including but not limited to supporting APIs, Workato, DataDog, SQL, XML, Log Analysis, and JSON.
-
Problem Solver: Analytical, proactive, and resourceful with a track record of tackling complex technical challenges.
-
Strong Communicator: Skilled at explaining technical concepts to non-technical audiences.
-
Customer-Centric: Dedicated to providing exceptional client support with a passion for educating and empowering others.
-
Adaptable and Collaborative: A team player with the ability to juggle multiple responsibilities while maintaining a sense of urgency and fun.
Bonus Points For
- Experience implementing or supporting SaaS products.
- Familiarity with SSO and Identity Providers
- Familiarity with API integration and vendor ecosystems.
- Background in service-based SMBs.
- A degree in a related field (e.g., Computer Science).
Where You’ll Be
This role requires you to reside in the Wollongong area, with the option to work from home two days a week. We are a global team with members in the US, UK, India and the Philippines.
Working At Accelo & Forecast
- Centrally located office with great access via public transport, and a modern office with a large kitchen/dining area stocked with snacks, fresh fruit, drinks, and a coffee and tea bar.
- Quarterly Performance Bonuses
- Hybrid Work Model
- Life Events Program
- Employee Assistance Program
- Pet-Friendly Office
- Quarterly Employee Recognition Awards
We are committed to building a diverse workforce, as it helps us make better decisions, succeed more quickly, and better serve our global clients.
A couple things to note about the role and application process:
- We are an equal opportunity employer and warmly welcome diversity on our team.
- You must have the right to work in Australia; sponsorship is not available for this role.
