Come Work With Us

Join our team as a Software Support Specialist and help eCommerce retailers succeed online! You'll be part of a collaborative, remote-friendly environment, providing product support for our award-winning eCommerce integration software. If you're customer-focused, tech-savvy, and enjoy problem-solving, we’d love to hear from you!

About The Role

We are looking for a Customer Support Specialist – SaaS & eCommerce to join our dynamic team! In this role, you will provide first-line product support to our valued customers, helping them resolve technical issues and optimise their online sales.

Our company provides eCommerce integration software to online retailers of various sizes who sell their products on popular marketplaces such as Amazon, eBay, MyDeal, and Kogan.

As the first point of contact for our customers, you will diagnose and troubleshoot day-to-day technical challenges that retailers face, providing solutions that help them succeed online. If an issue requires deeper investigation, you will escalate it to our Level 2 support team while ensuring a smooth resolution for the retailer.

This role is fully remote, and we welcome candidates from all over Australia, including regional areas. If you're customer-focused, tech-savvy, and passionate about problem-solving, we'd love to hear from you!

Job Requirements

As a Software Support Specialist, you will report to the Support Team Leader. Your role will involve troubleshooting software and system integration issues across multiple platforms and providing solutions to those issues.

Using your analytical and troubleshooting skills, you will identify and resolve issues as they arise by providing Level 1 product support to new and existing retailers via ticket, chat, and online screen share.

Work closely with Level 2 support and development teams by escalating issues and providing clear, detailed information to assist in resolution.

You will liaise with external marketplaces to resolve any incidents or issues that may occur on their side.

Support change and continuous improvement initiatives, proactively identifying and resolving root causes for application issues and incidents.

Provide after-hours support for business-critical functions on a rotating roster. There will be occasions when you are required to work set hours as part of your rostered shift. As our first level of support, punctuality and adherence to service levels are essential to ensuring our customers receive the best possible experience.

Experience, Skills, and Qualities Required

We are seeking a highly experienced candidate for this SaaS application technical support role with the following experience and qualifications:

Minimum of 3 years of proven experience in a SaaS application technical support role, demonstrating clear and concise communication of technical information to stakeholders.

Strong troubleshooting and problem-solving skills, with experience in supporting SaaS within complex integration environments and the ability to identify and address issues effectively and efficiently.

Professional experience in selling on popular marketplaces like eBay and Amazon.

Experience in eCommerce retail operations, including an understanding of inventory control, order processing and tax calculations.

Knowledge of using eCommerce platforms such as Shopify, BigCommerce, WooCommerce, Magento and Maropost to effectively market and sell products.

Familiarity with support desk software such as Freshdesk, Zendesk, or equivalent platforms.

Ability to take ownership of opportunities and problems until resolved.

Adaptability and openness to embrace flexibility and change within the organisation.

Excellent interpersonal skills, enabling effective collaboration with internal and external stakeholders.

Excellent organisational and time management skills, with the ability to handle multiple assignments and meet agreed deadlines.

Attention to detail and a customer-focused mindset, with a friendly and helpful attitude.

A team player with a proactive mindset, capable of working independently as the position is remote.

Please note this role is open to Australian citizens or permanent residents only.

About City Beach Software/Omnivore

At City Beach Software, we specialise in developing eCommerce integration software that seamlessly connects some of Australia's leading retailers to online marketplaces such as eBay, Amazon, Woolworths MarketPlus, Bunnings, Trade Me, and Kogan.

We take pride in our recent achievement of winning the Best eCommerce Integrator award at the 2022 Nora Solution Partner Awards in Australia.

Our team is comprised of passionate and experienced professionals who work closely with a diverse and expanding group of well-known Australian retailers. Our flagship product, Omnivore, is a testament to our commitment to excellence in eCommerce integration software development. Visit http://www.omnivore.co to learn more about it.