Technical Support Specialist

Do you want to be part of a company that transforms organizational culture and internal communication through technology? At Humand, we are looking for a Technical Support Specialist to enhance our global client operations by providing top-tier technical support and problem resolution.If you have experience in technical support, troubleshooting, and API integrations, enjoy solving complex issues, and thrive in a fast-paced environment, this role is for you➡️ Main ResponsibilitiesServe as the first point of contact for technical queries, ensuring timely resolution and customer satisfaction.Collaborate with the R&D team to replicate and resolve issues, supporting engineers and QA with insights for bug fixes.Meet SLA requirements for response times and problem resolution, conducting thorough root cause analyses.Manage communications effectively between customers and internal teams regarding technical issues and updates.Continuously assess and refine support processes to enhance service standards.Maintain accurate records of technical changes, updates, and documentation.Generate weekly progress reports and present them in client meetings.Lead training sessions to empower users with troubleshooting skills. ➡️ What We Value3 years of experience in technical support, troubleshooting, or IT helpdesk roles.Knowledge of authentication protocols (SSO, SAML, OTP) to ensure secure user access.Experience with API integrations, RESTful services, and troubleshooting API-related issues.Proficiency in Redash for data visualization and SQL for database management and analysis.Familiarity with network security, firewalls, and security protocols.Strong problem-solving skills and ability to manage complex technical challenges.Excellent English communication skills (additional Asian languages are a plus).Ability to work across time zones and collaborate with global teams.Highly organized, detail-oriented, and customer-focused.If you're passionate about technology, problem-solving, and want to be part of a fast-growing startup, we’d love to have you on board Our mission is to empower people at work to make them happier and more successful. Our purpose: Bring happiness to the world of work.Read more about us at: humand.co

Location: Woolooware, AU

Posted Date: 2/1/2025