AddressWe’re a passionate team of brilliant achievers, and together we’re using technology to take the small business finance industry next level. Our mission is to keep small businesses moving – with smart cash flow solutions right when they need them. Supporting them through ups and downs. Making their lives easier. Helping them Prosper.
The role
The Operations Technical Specialist will support the entire Operations function across Sales, Credit, Collections etc. in triaging, managing, resolving and reporting on tech-related issues, requests & escalations. The role also involves ensuring uninterrupted functioning of various systems including telephony, Salesforce and allied systems as well as managing change requests. You’ll work closely with Product and Engineering teams to continuously improve the effectiveness of our systems, required for efficient service delivery that forms the basis of success and growth for Prospa.
What you will be doing
- First line technical resolution support, triaging, resolution facilitation and reporting
- First line Operations systems support
- Creating and submitting tech-related tickets for the Operations teams
- Resolving first line technical customer and staff support tickets across Operations
- Priming tickets for the second line Support Engineering teams to resolve
- Tracking tickets, ensuring resolutions adhere to SLAs, reporting.
- Triage inbound technical issues including
- Daily on demand support
- JIRA & Zendesk ticket support & queue management
- Maintain accurate information in the Salesforce CRM
- Communicating with stakeholders across Operations and Support Engineering to initiate, facilitate resolution of tech escalations, requests
What you’ll need to succeed
- Excellent written and verbal communication skills
- Demonstrated experience working in operations and/or technical support teams
- Experience working with operations systems including telephony and CRM
- Familiarity with CRM and ticketing / case management systems
- Ability to translate frontline issues into relevant tickets
- Business analysis and problem-solving skills
- Ability to manage multiple stakeholders
Don’t let a confidence gap get in the way of submitting your application. We’d love to hear from you and see if this could be a great match.
What we offer
- Work with the latest technologies in the market
- Study allowance and paid learning days
- Join a team of passionate, diverse and talented Engineers
- Career development opportunities
- Flexibility (remote work on offer)
- Highly competitive incentive scheme
- Volunteer leave & paid parental leave
- Team and company wide social events
- A chance to be a part of one of Australia’s fastest scaling tech organisations
Why Prospa?
We embrace diversity in our people and our thinking and provide a collaborative, inclusive, innovative and respectful environment. We celebrate who you are and actively provide our employees the same great experience we provide our customers.
It’s super exciting every day. Always moving. Always something new around the corner. And we’ve only just cracked the surface.
Open the door. Feel the buzz. Want in?
#LI-KW1
