Customer Support Specialist, Enterprise

About the role

Clio is seeking an Intermediate Customer Support Specialist to join its Enterprise Support team in APAC, focusing on the Clio Operate platform. You will be the first point of contact for enterprise customers, helping them maximise the value of the product and ensuring smooth issue resolution.

Key responsibilities

• Build and maintain trusted relationships with enterprise customers, providing timely and proactive support.
• Tri­age and resolve tickets, aiming for a high first‑fix rate while escalating complex issues when necessary.
• Maintain detailed records in the ticketing system and contribute to service‑desk best practices.
• Analyse ticket trends to identify recurring problems and create knowledge‑base articles.

Required profile

• 2+ years of experience in customer support, service desk, or technical support, preferably for B2B SaaS or enterprise software.
• Strong troubleshooting ability and a customer‑first mindset.
• Excellent written and verbal communication skills.
• Ability to manage multiple tickets and prioritise effectively.

Required skills

• Experience with ticketing systems such as Zendesk, Freshdesk, ServiceNow or Jira Service Management.
• Technical skills including reading logs, basic SQL, and understanding APIs/integrations.

What we offer

• Competitive salary ranging from $77,800 to $105,200 AUD per year.
• Hybrid work environment with a minimum of two days per week in the office.
• Flexible time‑off policy encouraging at least 20 days off per year.
• Comprehensive health benefits and a total rewards program.