OPTIBLE PTY LTD is an Australian compliance automation software provider that uses specialized workflow automation to streamline regulatory audits for institutional clients.
Job Title: Enterprise Customer Success Specialist
Location: Canberra, ACT
Job Type: Full-Time
About the Role
We are seeking an analytical and solutions-driven Enterprise Customer Success Specialist to manage and resolve product-specific technical challenges for our expanding client base. This mid-level position is structured as an accessible career step for entry-level help desk technicians, customer service agents with strong technical aptitudes, or IT graduates looking to secure a specialized corporate role. Working within a fast-paced environment, the successful candidate will act as the critical link between our users and our internal product engineering teams, ensuring swift issue resolution and maintaining peak customer satisfaction.
Key Responsibilities
Technical Problem Resolution: Diagnose, troubleshoot, and resolve incoming mid-level technical issues regarding software configurations, platform bugs, system integrations, and hardware performance.
Incident Case Management: Manage the end-to-end lifecycle of support tickets using ticketing systems (e.g., Zendesk, Jira), ensuring all service level agreements (SLAs) are met or exceeded.
Technical Documentation: Author clear, concise knowledge base articles, internal troubleshooting guides, and user-facing FAQs to streamline future problem-solving.
Cross-Functional Escalation: Efficiently isolate complex, high-priority system bugs and escalate them with detailed diagnostic notes to senior infrastructure and engineering teams.
Client Onboarding & Education: Guide new clients through platform deployments, custom configurations, and API connections, translating complex technical processes into easily understood instructions.
Requirements & Qualifications
Experience: Some experience in a technical support, help desk, IT service management, or customer-facing application support environment.
Technical Skill Set: Practical familiarity with operating systems, basic networking protocols (TCP/IP, DNS), web applications, and database lookups (SQL queries or API testing tools like Postman is highly advantageous).
Analytical Capabilities: Excellent deductive reasoning and problem-solving skills to systematically isolate software faults and user errors.
Communication Skills: Strong verbal and written communication skills, with a proven ability to explain highly technical concepts calmly and clearly to non-technical users.
Pay: From $6,280.00 per month
Benefits:
- Dental insurance
- Employee mentoring program
- Health insurance
- Housing allowance
- Life insurance
- Referral program
- Visa sponsorship
- Vision insurance
Work Location: In person
