Serve as a front-line point of contact for customer support requests via phone, email, and ticketing system
Diagnose and resolve technical issues related to iGUIDE hardware, the capture/Stitch/processing pipeline, and Portal usage
Escalate complex or unresolved issues to Solutions Engineering or Product/Engineering teams with clear documentation
Develop and maintain troubleshooting guides, FAQs, and knowledge base articles
Support new customers through onboarding across hardware, software, and Portal
Assist with virtual and, where needed, onsite training sessions
Maintain and refine training materials including manuals, videos, and tutorials
Guide customers on data upload, data management, and Portal best practices
Monitor open support cases and ensure timely follow-up and resolution
Track recurring issues, common questions, and feature requests and share insights with Product and Engineering
Partner with Solutions Engineering and Sales to ensure a consistent support experience
Stay current on product updates and new features
Contribute to internal documentation
Work with Solutions Engineers on complex customer trials or escalations
Partner with Product Management to report bugs, surface enhancement ideas, and validate fixes
Collaborate with Marketing on support-facing content such as FAQs and how-to guides
Requirements
Ability to explain technical concepts in plain language
Customer-focused approach and motivation to help people solve problems




Detail-oriented and organized, with the ability to manage multiple support cases at once
Curiosity and ability to quickly learn recent hardware and software systems
Self-starter who takes ownership and follows through
Collaborative and team-oriented
Accountable and able to deliver on commitments
Working knowledge of the end-to-end iGUIDE ecosystem, including hardware, capture process, Stitch and processing, and Portal management
Core Competencies
Demonstrates expertise in customer support for technical issues related to iGUIDE hardware and software, with a strong focus on onboarding, training, and documentation. Capable of collaborating with engineering and product teams to enhance customer experience and resolve complex issues.
Highest-signal resume keywords
Customer Support
Technical Issue Diagnosis
IGUIDE Ecosystem Knowledge
Training Material Development
Documentation Skills
ATS Optimization Keywords
Hard Skills
Technical Issue Resolution
Troubleshooting Guide Development
Data Management
Portal Management
Onboarding Support
Soft Skills
Customer-Focused Approach
Detail-Oriented
Organizational Skills
Collaborative
Self-Starter
Industry Keywords
IGUIDE Hardware
Capture Process
Stitch and Processing
Customer Trials
Support-Facing Content
Tools & Technologies
Ticketing System
Knowledge Base
Video Tutorials
FAQs
#J-*****-Ljbffr

📌 Customer Solutions Support Specialist (Sydney)
🏢 Jobtailor
📍 Sydney