Ideagen
Ideagen
Ideagen develops email management software for Outlook users in project-based industries, including healthcare, manufacturing, and construction. Its flagship product, Ideagen Mail Manager, helps teams file, organize, search, and control project correspondence, reducing the risk of lost or mismanaged information. By supporting more efficient digital workflows, Ideagen helps organizations improve productivity and manage business communications more consistently.

Customer Support Specialist – Adelaide Hybrid

Provide customer support across Ideagen’s technology products and services in a hybrid Adelaide role. Troubleshoot cases, guide onboarding, and help improve support processes.

Description

  • Provide prompt, professional customer support through multiple channels
  • Handle and advance customer cases according to service standards and established processes
  • Diagnose and resolve Tier 1 and Tier 2 product, platform, and access issues
  • Guide customers on product features, onboarding, and general platform use
  • Assist with document management, onboarding, and compliance activities when needed
  • Keep customer records and case notes complete and accurate
  • Work with internal teams to resolve customer issues efficiently
  • Recommend improvements to support workflows and knowledge resources

Requirements

  • Background in customer support, customer service, service desk, or another customer-facing position
  • Clear, effective written and verbal communication skills
  • Customer-oriented approach with the ability to develop positive working relationships
  • Strong troubleshooting and problem-solving abilities
  • Familiarity with business applications, ticketing tools, or SaaS platforms
  • Highly organised with careful attention to detail
  • Able to balance competing priorities and collaborate effectively with a team
  • Curious, adaptable, and willing to use AI to improve your work

Benefits

  • Flexible, inclusive application process
  • Reasonable adjustments are available
  • Adjustment requests are handled confidentially

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