Support Assistant Sydney

About Lumi

Lumi is a global B2B brand, and the leading digital platform facilitating in-room, hybrid and virtual AGMs for the world’s largest corporations and membership organisations. It is the only platform that digitises the entire lifecycle of an AGM in a single solution, that enables sophisticated meeting facilitation before, during and after the live meeting.

Based on proprietary, patented technology, Lumi provides software, hardware and services that assist Issuers, registrars or event organisers to securely register delegates, provide live, secure polling, Q&A management services and relevant reporting.

With offices in 11 countries, and the industry as a whole undergoing significant change, this is an exciting time to be joining our business.

General Description of the role

The Support Analyst role sits within the wider product team where you will help manage support, escalate support queries and issues with a combination of tools including our help centre, email, and telephone support. The role Is the first point of escalation beyond our online knowledge base and global operations team for our entire product range.

Job Responsibilities

• You will be responsible for monitoring incoming support tickets - both internal and external - prioritising these accordingly
• You will act as a central support analyst for all products: AGM core, AGM Mobile, AGM+, VP/Click and server maintenance

• You will be responsible in helping with the creation of new knowledge base articles to answer new support queries, working closely with the marketing team.

• You will work collaboratively alongside the Support Manager and research development team daily, communicating any enquires or Issues that need to be addressed or discussed.

• You will be responsible for the internal communication of known Issues, significant daily updates, and relevant product Information.

• You will be responsible in helping maintain and roll out AGM PowerShell Scripts.

Required Professional Skills

• Several years of experience working in a support focused role is desirable.

• You will be highly motivated, and a self-starter - with the ability to manage your own workload.

• You will have strong management skills with the ability to balance conflicting priorities and needs across multiple teams.

• You will need to have excellent communication skills both written and verbal. the ability to explain and translate technical details into clear steps is key.

• Experience with managing third part interactions with customer profiles.

• Experience within the audio/visual sector Is desirable but not essential.

• Experience in using HUBSPOT is desired but not essential.

• Experience with the Microsoft suite.

Interpersonal Skills

• Work effectively as part of the team, communicating positively at all levels, both internally and externally.

• Be a core member of the Lumi UK team (Based in Sydney), able to recognize where support is required and offer assistance.

• Be flexible and adaptable in your approach.

• Professionally manage your workload and conflicting priorities.

• Able to effectively problem solve and use initiative.

• Ability to influence individuals, internally and externally.