Customer Support & Service Delivery Coordinator

Full time

Hybrid

7d ago , from Illawarra Mercury Job Board

Job Description

About Energy One

Energy One is a publicly listed leader in energy trading software, with over 15 years of experience delivering mission-critical services to wholesale energy, environmental, and carbon trading markets. We are the largest provider of 24/7 operational energy services in Australia and the second largest in Europe.

Our technology supports a wide range of clients - from agile start-ups to major global energy enterprises, helping them navigate a fast-evolving industry shaped by climate goals, renewable energy integration, and market volatility.

Role Purpose

We’re looking for a detail-oriented and customer-focused Customer Support & Service Delivery Coordinator to support our customers across support, service delivery, and customer operations. This role sits at the intersection of customer support, internal coordination, CRM administration, and product/licensing enquiries, playing a key role in ensuring high-quality service delivery and smooth customer interactions.

Job Requirements

At least 2 years’ experience in a customer-facing or coordination role (e.g. customer support, service delivery, customer success, or project coordination). Experience working with ticketing systems and CRM platforms, including maintaining customer records and supporting customer lifecycles. Experience using Jira Service Management, including managing service desks, access, portals, workflows, and basic automations.

Strong written and verbal communication skills,



with confidence dealing directly with customers. Highly organised and detail-oriented, with the ability to manage multiple priorities and take ownership of tasks. A collaborative team player, comfortable working across Service Delivery, Product, Engineering, and Customer Success teams.

Proactive, reliable, and customer-focused approach to work.

Job Responsibilities

- Monitor and manage the support ticket queue, prioritising and escalating issues where required. Respond to customer emails, support tickets, and phone enquiries. Coordinate customer upgrades, onboarding, and offboarding activities.
- Maintain customer records, documentation, and support agreements. Keep CRM and support portal data accurate, including contacts, users, and licences. Organise product demos and trials and follow up on licensing enquiries.
- Assist with change and release communications, including maintaining the Change Calendar. Work closely with internal teams to support timely issue resolution and service activities.

Job Benefits

- Flexible hybrid work environment Modern office setting
- Paid Parental leave and an additional day's leave
- Energy One Shares SchemeRefer a friend referral program
- Work with diverse and inclusive teams
- Energy promotes career growth and professional development
- Be part of a growing global business with exciting prospects

Energy One is committed to diversity, inclusion, and equal opportunity. We welcome applications from people of all backgrounds.

We will not accept any unsolicited applications from recruitment agencies.

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📌 Customer Support & Service Delivery Coordinator (City of Sydney)
🏢 Energy One
📍 City of Sydney