RecordPoint is the Data Trust Platform; an Enterprise SaaS giving highly-regulated organizations a competitive edge with safer, more secure, better-managed data. The platform brings calm to the chaotic world of data, letting organizations discover, govern, and control their data for tighter compliance, more efficiency, and less risk. Businesses can trust that their data is accurate, private, and safe everywhere, all the time, for consistent confidence that's backed by RecordPoint expertise. Our global customer list includes highly-regulated companies and government agencies, like The City of New York, NAB, ASIC, Transport for NSW, Ausgrid, Delaware Life and PG&E. Scope: As a Level 1 Support Engineer at RecordPoint, you will play a crucial role in ensuring the satisfaction of our customers by providing efficient and effective business and technical support. You will be the first point of contact for customers seeking assistance with our RecordPoint products. Additionally, you will provide support to Success Plan clients. The ideal candidate is a tech-savvy individual with excellent communication skills and a passion for delivering exceptional customer service. You will do: Level 1 support, is the first line of customer or internal support. Its primary responsibility is to handle basic and routine inquiries and issues from customers or end-users. Here's what Level 1 support will provide: Basic Troubleshooting: Level 1 support agents are responsible for diagnosing and resolving simple and common issues. This could involve guiding users through basic troubleshooting steps for software, hardware, or services. Customer Support: Respond promptly and professionally to customer inquiries via email, chat, and phone. Assist customers in troubleshooting and resolving business and technical issues related to our products. Provide clear and concise instructions to help customers navigate and utilize our software. Ticket Management: Create, update, and manage support tickets in the ticketing system. Prioritize and escalate issues as needed to ensure timely resolution. Customer Education: They will educate customers on self-services options and best practice for using RecordPoint. Product Knowledge: Develop and maintain a deep understanding of our products. Stay informed about product updates and new features to effectively assist customers. Documentation: Level 1 support agents will create or update documentation such as knowledge base articles, FAQs, and manuals to help users find answers to common questions. Routing and Escalation: Level 1 support will serve as a bridge between customers and Level 2 support when necessary and will escalated issues that require specialised expertise or cannot be resolved at Level 1. System Administration: Level 1 support will have access to administrative tools and permissions, allowing them to perform tasks related to system administration, user management, and security for internal support purposes. Monitoring and Reporting: They may monitor system alerts and generate reports on recurring issues to help identify trends and areas for improvement. Customer Satisfaction: Level 1 support plays a crucial role in ensuring customer satisfaction by addressing customer concerns promptly and professionally. Customer Onboarding: They will provide onboarding services for customers with the support of Level 2 Success Plan Consulting: Provide assistance to Success Plan clients with monthly activities under guidance of Support Plan consultants Overall, Level 1 support acts as the initial point of contact for customers and serves as a front-line defence for resolving basic issues and inquiries efficiently. Their role is essential in maintaining positive customer relationships and ensuring that more complex problems are routed to the appropriate experts. You will bring: Bachelor's degree in Computer Science, Information Technology, or a related field (or equivalent work experience). Proven experience in a business and technical support role, preferably in a SaaS environment. Strong problem-solving skills and the ability to think critically. Excellent communication skills, both written and verbal. Familiarity with cloud-based technologies, APIs, and web services. Knowledge of database systems, networking concepts, and security principles. Customer-focused with a passion for delivering exceptional customer service. Understanding of information governance practices and be able to put into action Ability to work independently and as part of a collaborative team. Adaptability and a willingness to learn and adapt to new technologies. Experience writing and running automation scripts such PowerShell Experience with Microsoft Azure, Office365, Enterprise file sync and share applications (Google Drive, Box, Dropbox etc.) Knowledge of best practices and IT operations in an always-up, always-available service What you'll get: Flexible work life balance Opportunities to grow and develop Fast-growth Australian-owned company A workplace where innovation is our way of life Personal Development budget for all staff Access to Employee Stock Ownership Plan A brilliant graduate program that provides both mentoring and growth opportunities for all Work on a product that makes a real social-good impact on the world Global opportunities Hours of work : 12noon to 8pm AEDT Level 1 Support on late shift in Australia will be in the office once every 2- 3 weeks Know more: By checking us out on all the usual platforms, and especially our About Us https://www.recordpoint.com/about or our Life at RecordPoint blog: https://www.recordpoint.com/blog/what-its-like-to-work-at-recordpoint How to apply: Click the 'apply now' button send us your CV. RecordPoint is an equal opportunities employer. We offer a fast-paced, dedicated and enjoyable environment, working with some of the best people in the industry. No recruiters please, we've got this one covered. Need to pass a background check and be eligible for baseline clearance to be accepted for this role in Australia.