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At Red Oxygen, we believe that innovation is given its best shot when diverse people and opinions come together to do hard things. We recognize that some may only apply when their education, skills and/or experiences are identical to what an employer is looking for in a candidate, but we're always on the lookout for curious individuals who will help move Red Oxygen forward—so a role speaks to you, please apply!
Check back often for new opportunities.
Red Oxygen is a leading SMS SaaS company with a long history of comprehensive easy-to-use software solutions with outstanding customer service. We are looking for a Customer Support Agent to be the first point of contact for Red Oxygen customers, by providing technical assistance and support.
We don’t expect that you will know everything about SMS on day one, but we expect you to be eager to learn and strive to be the best support/salesperson you can be. We will train you on the software, but you must possess inherent technical customer service skills to succeed in this position.
The position is full-time, working regular business hours. It is a hybrid role, allowing you to work from your preferred remote ‘office’ most of the time, with a few mandatory days per week at our office in Spring Hill, Brisbane.
Daily Responsibilities
- Deliver outstanding customer service
- Triage, respond and resolve level 1 and 2 technical support tickets via phone, email and online chat
- Document customer interactions
- Manage daily tasks of reviewing customers’ errors, blacklists, limit requests, etc., while offering live support to customers.
- Uphold current processes and suggest process improvement
- Organise resources so they are easy to locate
- Perform and maintain data entry duties to ensure customer database is up to date
- Follow-up with customers to ensure issues are resolved
- Report any unusual activity to supervisors
- Involve vendors when required
Qualifications
- 2+ years of experience working in a technical support help desk environment
- Flexibility to occasionally work shifts outside of designated work hours due to counterpart’s illness, holiday or annual leave.
- Excellent problem-solving and research skills that translate into the ability to diagnose and find solutions for customer problems when a solution is not immediately apparent
- Ability to learn new software quickly and confidently
- Ability to learn and understand basic technological systems
- Ability to manage multiple customers’ requests/issues simultaneously
- Must be able to work independently
- Capable of active listening and communication skills along with patience when working with customers and end users of our software
Red Oxygen is a technology services company in the process of implementing an exciting and extensive technology upgrade from a proprietary Windows services based system to an AWS cloud based system. As such we are looking for an experienced full stack developer to join the team in building, expanding and maintaining the new platform.
We’re an internationally distributed team, but development HQ is in Brisbane. As this is a hybrid position with some required in-office days, so you’d need to be close enough to commute on those days. As for the remote days, there’s a distinct need for an individual who can work independently as well as collaborate and support others on the team when needed via Slack, Zoom or phone calls.
Role and Responsibilities:
- Support full-stack web development by applying agile methodologies for sprint planning, design sessions, development, testing, and deployment
- Participate in the full software development lifecycle, including analysis, design, test, and delivery
- Participate in code reviews
- Write documentation when required
- Participate in daily stand-ups and other required meetings
Skills and Qualifications:
Required:
- Computer Science/Software Engineering Degree, with solid computer science fundamentals in data structures, and system optimization
- 2+ years experience as a software developer, software engineer, or similar role
- Extensive experience in Full-Stack development in NodeJS, React, and Express
- Experience with cloud hosting (AWS)
- Experience with AWS technologies such as Lambda, Aurora RDS, SES, SQS, API Gateway, EC2, CloudWatch and CloudFront are all very beneficial
- Able and willing to learn new languages and technologies
Preferred:
- Experience in the telecommunications industry
- Experience working in an Agile team environment
- Experience with tools such as BitBucket, Trello, G-Suite, and monday.com are also beneficial
- Small team leadership experience
At Red Oxygen, we believe that innovation is given its best shot when diverse people and opinions come together to do hard things. We recognise that some may only apply when their education, skills and/or experiences are identical to what an employer is looking for in a candidate, but we’re always on the lookout for curious individuals who will help move Red Oxygen forward—so if this role speaks to you, please apply!