Tier 1 Support Specialist – IoT & AgTech

Role Overview

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We are seeking a proactive and customer-focused Tier 1 Support Specialist to be the first point of contact for all inbound customer support requests. This role is critical for triaging requests, providing timely solutions using available resources, and escalating issues when necessary. You will support both hardware (e.g., physical sensors and field installations) and software (the INCYT app platform). You'll work closely with customers, partners, and installers, ensuring smooth communication and resolution. The role is based in Macquarie Park with flexibility to work from home part of the week.

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Key Responsibilities

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• First Point of Contact: Handle and triage inbound customer support requests related to both hardware (sensors and field installations) and software (the INCYT platform) via phone, email, or other channels.
• Triage and Escalation: Assess support requests and either resolve or escalate them to the appropriate internal team (Tier 2 support, product, or development).
• Customer Support: Provide customers, partners, and installers with tutorials, process documentation, and explainer videos for both hardware and software.
• Warranty and RMAs: Assist with warranty replacements and Returned Materials Authorisations (RMAs).
• Resource Management: Ensure that existing resources (documentation, FAQs) are available to customers and identify gaps in both hardware and software guides.
• Content Creation: Help develop support content (FAQs, tutorials, documentation) to improve the future customer support experience.
• CRM Management: Log all support interactions in our CRM system (HubSpot), keeping customer records up to date.
• Ticket Management: Raise support tickets in Jira for more complex technical issues requiring escalation.
• Collaboration: Work closely with internal teams (sales, product, and development) to resolve customer issues efficiently.
  

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Qualifications & Skills

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• Previous experience in a customer support or help-desk role, ideally in a hardware/software environment.
• Strong communication skills, both verbal and written.
• Familiarity with CRM tools (e.g., HubSpot) and ticketing systems (e.g., Jira).
• Ability to work independently and as part of a team.
• Organised, with strong attention to detail and follow-through.
• A problem-solving mindset, with the ability to identify and fill gaps in documentation for hardware and software products.
  

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Perks & Benefits

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• Career development opportunities within a growing, innovative company.
• Collaborative and dynamic team environment.

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Employer questions

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Your application will include the following questions:

• Which of the following statements best describes your right to work in Australia?

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Be careful

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