Job Description
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Serve as a front-line point of contact for customer support requests via phone, email, and ticketing system
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Diagnose and resolve technical issues related to iGUIDE hardware, the capture/Stitch/processing pipeline, and Portal usage
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Escalate complex or unresolved issues to Solutions Engineering or Product/Engineering teams with explicit documentation
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Develop and maintain troubleshooting guides, FAQs, and knowledge base articles
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Support new customers through onboarding across hardware, software, and Portal
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Assist with virtual and, where needed, onsite training sessions
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Maintain and refine training materials including manuals, videos, and tutorials
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Guide customers on data upload, data management, and Portal best practices
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Monitor open support cases and ensure timely follow-up and resolution
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Track recurring issues, common questions, and feature requests and share insights with Product and Engineering
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Partner with Solutions Engineering and Sales to ensure a consistent support experience
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Stay current on product updates and new features
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Contribute to internal documentation
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Work with Solutions Engineers on complex customer trials or escalations
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Partner with Product Management to report bugs, surface enhancement ideas, and validate fixes
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Collaborate with Marketing on support-facing content such as FAQs and how-to guides
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Requirements
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Ability to explain technical concepts in plain language
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Customer-focused approach and motivation to help people solve problems
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Detail-oriented and organized, with the ability to manage multiple support cases at once
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Curiosity and ability to quickly learn new hardware and software systems
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Self-starter who takes ownership and follows through
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Collaborative and team-oriented
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Accountable and able to deliver on commitments
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Working knowledge of the end-to-end iGUIDE ecosystem, including hardware, capture process, Stitch and processing, and Portal management
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Core Competencies
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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.
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Highest-signal resume keywords
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Customer Support
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Technical Issue Diagnosis
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IGUIDE Ecosystem Knowledge
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Training Material Development
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Documentation Skills
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ATS Optimization Keywords
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Hard Skills
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Technical Issue Resolution
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Troubleshooting Guide Development
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Data Management
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Portal Management
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Onboarding Support
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Soft Skills
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Customer-Focused Approach
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Detail-Oriented
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Organizational Skills
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Collaborative
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Self-Starter
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Industry Keywords
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IGUIDE Hardware
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Capture Process
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Stitch and Processing
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Customer Trials
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Support-Facing Content
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Tools & Technologies
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Ticketing System
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Knowledge Base
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Video Tutorials
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FAQs
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📌 Customer Solutions Support Specialist (New South Wales)
🏢 Jobtailor
📍 New South Wales