Product Support Specialist - Australia

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Requirements:

• Ability to adapt and pivot quickly to the day-to-day changes that hyper-growth companies experience.
• Highly collaborative mindset: being able to work together as one team to come to the best possible solutions for our partners.
• Consider themselves disciplined, with systematic problem-solving skills.
• Practical experience supporting Microsoft Windows Operating Systems, including familiarity with Windows internals such as services, the registry, etc.
• Practical experience supporting macOS Operating Systems, including basic knowledge of macOS file systems and navigating the terminal.
• Experience configuring antivirus products and troubleshooting interactions between these products and specialty software.
• Familiar with system configuration/management tools such as GPO, RMMs, and PSAs; scripting these tools is a plus.

Responsibilities:

• Provide initial partner support and convey resolutions to customers.
• Walk customers through problem-solving processes and provide assistance.
• Assess customer issues and appropriately escalate incidents as needed.
• Follow up with customers, provide feedback, and see problems through to resolution.
• Utilize excellent customer service skills and exceed customer expectations.
• Recommend changes to internal and customer-facing documentation where needed.
• Continually grow your knowledge of internal procedures, the Huntress product, and customer environments.