Job Type: Full time
LiveTiles is an Australian owned, fast growing Employee Experience (EX) company, headquartered in Melbourne, with teams across the US, APAC, and EMEA regions.
We believe that the world is a better place when humans are free to do their best work. We create and deliver EX technology for companies of all sizes to connect their employees to everything they need at work for a more personal, productive, and purposeful experience. From complex digital workplaces to quick-to-deploy mobile apps our solutions help connect your people to the very best employee experiences.
Great things happen when people connect. We live for employee experience – where people are deeply connected to their company’s purpose, brand and vision, and where they are enabled to perform at their best and are happy and healthy at work and in life.
Our awesome culture is built around 3 core values; We are decent human beings, we get Sh!t done, and we create unforgettable experiences. Our employees are spread across the world, we offer flexible work conditions, and we support one another through collaborative practices and social connections.
What you'll do:
Perform troubleshooting on products and related platforms
Identify and evaluate inefficiencies in systems
Monitor user support channels (Zendesk, Intercom, Phone and chat) for incoming requests
Triage support tickets, investigating and gathering information from users in an efficient manner to reduce disruption and resolution times
Provide timely and clear communication of updates to users on the status of their support ticket
Present best business system practices in regards to functioning of systems
Develop project plans and to cost, resource and manage projects
Develop and present functional specifications for use by system developers
Use modelling techniques to create clear system specifications for the design and development of system software
Help to identify and analyze client’s internal processes and advise on which LiveTiles products better suit them
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
Salary range: $65,000 - $77,000 + super
What we're looking for:
Experience in providing analysis of current systems
Advanced troubleshooting and multi-tasking skills
people centric attitude with a strong sense of empathy
An outstanding team player with a great sense of humour
Strong verbal and written communication skills in English and Spanish required.
Experience with SaaS platforms and O365, SharePoint, and/or MS Azure
Now that you've got the details, here's some additional perks that make LiveTiles a great place to work:
Volunteer days - We encourage you to give back to the community
EX days - Take some time to try a new experience
Career growth - We want to help you grow with us
Hybrid workplace - Flexibility to alternate
Did we mention great team mates?
LiveTiles is an equal opportunity employer, and we value diversity at our company. We do not discriminate because of your race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.