Support Specialist

Last updated 1 hours ago
Job Type:Full Time

Job description:

LiveTiles is a hyper-growth SaaS company founded in Australia, headquartered in Melbourne, with teams across the US, APAC, and EMEA regions.

LiveTiles is the complete intelligent experience platform. We believe that the world is a better place when humans are free to do their best work, so we focus on smart solutions that enable people to focus on the work that matters most. Empowering companies to emerge and integrate disparate business apps, resources, and files through Office 365 and Azure by combining AI and intelligence.


Our team is underpinned by 3 core values; We are decent human beings, we get Sh!t done and we create unforgettable experiences.

We recently celebrated the merger of LiveTiles, Wizdom, and Hyperfish in the only way we know-how… A rock concept at Microsoft Inspire in Las Vegas! Queen was the only other show in town.

Your Mission:

We are hiring an energetic and highly motivated XXX, who will report to the Director of Support. This role will be located in the Hobart office. You will work directly our customer success, sales, and product teams.

What you'll do:

  • Monitor customer support channels (Zendesk, Intercom, Phone and chat) for incoming requests  

  • Triage support tickets, investigating and gathering information from customers in an efficient manner to reduce disruption and resolution times 

  • Provide solutions to complex customer problems relying, for example, on your knowledge of SharePoint; Azure; Office365; JavaScript; HTML; and CSS. 

  • Provide timely and clear communication of updates to customers on the status of their support ticket 

  • Perform troubleshooting on LiveTiles Products and related platforms.

  • Coordinate with internal teams including Product, QA, and CSM (Customer Success Management) to assist in ticket resolution 

  • Work effectively with team members in multiple time zones (all US time zones, EMEA, and Australia)  

  • Author and update Knowledge Base articles 

What we're looking for:

  • Minimum 2 years of experience in a Customer Support role or as a consultant  

  • Experience with Office365, Azure, SharePoint 2013/2016 and SharePoint Online required 

  • Expertise in HTML, JavaScript and CSS is a plus

  • Customer-first attitude with a strong sense of empathy 

  • Ability to work independently and efficiently to meet deadlines 

Now that you've got the details, here's some additional perks that make LiveTiles a great place to work:

  • Benefits by region

LiveTiles is an equal opportunity employer and we value diversity at our company. We do not discriminate because of your race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.