About triSearch

triSearch is a SaaS business committed to creating time for conveyancers through innovative technology solutions.

It is our mission to speed up the sale and purchase of homes in Australia by building a more efficient conveyancing industry. Operating nationally, we provide end-to-end technology to improve workflows and create a seamless experience for conveyancers, and their clients. 

About the role

As a Support Specialist, you will be responsible for providing technical and customer support to our clients. Your day-to-day tasks will include troubleshooting software issues, assisting with technical inquiries, and delivering excellent customer service.

This role offers a hybrid work environment, minimum 3-days in-office.

What you'll be doing

• Respond to client queries and issues on information services and software via phone, email and online.
• Utilise applicable tools, such as ticketing, screen sharing, phone and custom-built tools to provide the service.
• Complete remote support sessions to investigate and replicate the issues reported for documentation and escalation, as applicable.
• Develop in depth knowledge on all triSearch systems and collaborate with escalations team to deliver improved services.
• Meet nominated operational KPIs, such as ticket closures, response time, Customer Satisfaction (CSAT), etc., as applicable.
• Maintain up-to-date knowledge of triSearch products and services.
• Communicate promptly, clearly and accurately with clients, triSearch and business partner teams to assist customers.

What we're looking for

• Communication - Clearly conveying information and ideas through a variety of media in a manner that engages the client and helps them understand and retain the message.
• Managing Work - Effectively managing one’s time and resources to ensure that work is completed efficiently and within service level agreements.
• Applied Learning - Assimilating and applying new job-related information in a timely manner.
• Technical/Professional Knowledge - Having a general understanding of technology and be able to communicate troubleshooting techniques through phone communication.
• Building Loyalty - Effectively meeting customer needs; building rapport quickly by phone; taking responsibility for customer satisfaction and loyalty.
• Client Focus - Ensuring that the client ‘s perspective is a driving force behind our customer service; crafting and implementing service practices that meet client and business needs.
• Recording detailed information for calls requiring further escalation, including step-by-step reproduction of the issue.
• Maintaining up-to-date knowledge of triSearch products and services.
• Prior experience in software/IT support role preferred
• Prior experience in a support call centre preferred

What we offer

At triSearch, we value both high performance and cultural fit – combining hard work with a fun, supportive environment.

Some of the perks and benefits you can expect at triSearch:

• Free Gym Membership
• Daily free barista-made coffee
• Daily breakfasts, snacks and drinks
• Weekly catered lunches
• Generous Leave entitlements
• Professional Development Program
• A fully stocked bar fridge
• Sydney CBD Location

You’ll join a fast-growing tech company with ambitious goals, and have the opportunity to learn, grow and advance your career.

Please apply to this exciting opportunity by submitting your resume today!

(Background checks and full Australian Working Rights are a requirement for this role)