Technical User Operations Specialist, APAC at harvey.

About the role Harvey is on a mission to revolutionize skilled services through its innovative AI platform. We are seeking a dedicated Technical User Operations Specialist to join our User Operations team based in Sydney. In this role, you will serve as the main point of contact for our enterprise clients, addressing their technical inquiries and ensuring they receive exceptional service throughout their experience with our platform.

Key facts Location: Sydney, NSW Engagement: Full-time Team: User Operations

What you'll do

- Serve as the primary liaison for customer support, addressing a variety of technical issues related to AI functionality, user authentication, application access, API integration, and error diagnostics.
- Manage multiple support tickets concurrently, ensuring that all inquiries are handled with promptness and precision.
- Collaborate with cross-functional teams to identify, troubleshoot, and elevate intricate technical challenges that require advanced solutions.
- Develop and maintain comprehensive knowledge base articles and internal documentation to enhance the efficiency of support operations.
- Follow a work schedule from Wednesday to Sunday, ensuring coverage during peak client interaction times.
- Engage in proactive outreach to clients to gather feedback and identify areas for improvement in service delivery.
- Monitor and analyze support metrics to identify trends and suggest enhancements to the user experience.
- Participate in training sessions to stay updated on product features and improvements,



ensuring you can provide the most accurate information to clients.

Requirements

- A minimum of three years of experience in a technical support capacity, particularly in delivering high-quality service to enterprise clients utilizing AI-driven products.
- Strong ability to articulate complex technical concepts to both technical and non-technical audiences, ensuring clarity and understanding.
- Proven experience with API technologies, including the ability to diagnose and resolve API-related issues effectively.
- Familiarity with customer relationship management (CRM) software and standard support ticketing systems is essential.
- Candidates must have valid work rights in Australia, as we are unable to provide visa sponsorship for this role.
- Excellent problem-solving skills and a keen attention to detail are crucial for success in this position.
- Strong interpersonal skills, with the ability to build rapport and trust with clients and team members alike.

Nice to have

- Experience in the AI or technology sector, particularly in a customer-facing role.
- Knowledge of programming languages or scripting for troubleshooting purposes.
- Familiarity with creating and managing technical documentation and user guides.




- Previous experience working in a hybrid work environment, adapting to both in-office and remote collaboration.

Skills & tools

- Expertise in providing technical support for AI-based products and services.
- Proficient in troubleshooting API issues and understanding API documentation.
- Experience with CRM systems and customer support ticketing tools to manage client interactions efficiently.
- Robust skills in technical writing and knowledge base management to facilitate user self-service.

Practical notes

- This position is hybrid, requiring attendance in the Sydney office three days a week, with the flexibility to work remotely for the remaining two days.
- Employees enjoy a range of benefits, including private hospital insurance with additional coverage, fertility and family planning assistance through Carrot, and a four-week paid sabbatical after four years of employment.
- The compensation package includes daily meals provided in the office, a monthly allowance for remote work expenses, wellness memberships via Wellhub, and an annual budget dedicated to professional development opportunities.
- Paid leave benefits encompass annual leave, sick leave, and parental leave, ensuring a healthy work-life balance for all team members.

Join us at Harvey, where you will play a vital role in enhancing the user experience for our enterprise clients while contributing to the growth and success of our AI platform in the professional services industry. If you are passionate about technology and customer support, we would love to hear from you!

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📌 Technical User Operations Specialist, APAC (New South Wales)
🏢 Harvey
📍 New South Wales