As a junior-to-mid-level member of the team, you will act as the initial point of contact for existing customers, managing incoming tickets, resolving foundational technical issues, and ensuring our clients receive world‑class service. Once fully trained, you will develop a deep working knowledge of our products and play a vital role in keeping our global client base happy and successful.

Responsibilities

- Ticket Management & Triage: Act as the first line of defense for all incoming customer queries; log, categorize, and prioritize tickets within the helpdesk system.
- Issue Resolution (L1/L2): Directly troubleshoot and resolve routine-to-moderately complex technical issues, such as user access, basic product configurations, and common feature usage queries.
- Escalation Pathing: Promptly and accurately elevate more complex technical issues or deep‑dive investigations to Technical Specialists or L3 engineers, providing clear documentation of the steps already taken.
- Customer Communication: Maintain regular, clear, and empathetic communication with customers to keep them updated on the status of their open tickets from start to finish.
- Knowledge Building: Proactively build a comprehensive understanding of the product suite to identify quick‑fix customer pain points and contribute to internal support documentation.





Requirements

Education & Qualifications

- Recent Graduate: Completed a Bachelor’s or Master’s degree in a scientific, analytical, or technology‑focused discipline within the last 1–2 years.
- Academic Excellence: Achieved a Weighted Average Mark (WAM) of 70+ (or equivalent academic standing).

Skills & Core Competencies

- Customer-First Attitude: A genuine desire to work in a customer‑facing role with excellent interpersonal and communication skills, both verbal and written.
- Problem‑Solving Mindset: A highly detail‑oriented approach with a natural curiosity to figure out why something isn’t working.
- Organizational Skills: Positive time management skills with the ability to handle multiple incoming tickets and prioritize them effectively.
- Adaptability: A keen desire to learn and adapt quickly to new software features and AI technologies.

Preferred (But Not Essential)

- Prior experience in a customer‑facing environment or technical helpdesk role (L1 support).
- Familiarity with ticketing systems (e.g., Jira, Zendesk, Salesforce) or basic enterprise software environments.
- Exposure to or an interest in eDiscovery or legal technology.

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📌 Support Engineer (City of Sydney)
🏢 Sirius People
📍 City of Sydney