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About the Role
We are looking for a detail-oriented and customer-focused Customer Support & Service Delivery Coordinator to support our customers across support, service delivery, and customer operations. This role sits at the intersection of customer support, internal coordination, CRM administration, and product/licensing enquiries, playing a key role in ensuring high-quality service delivery and smooth customer interactions.
Responsibilities
- Monitor and manage the support ticket queue, prioritising and escalating issues where required.
- Respond to customer emails, support tickets, and phone enquiries.
- Coordinate customer upgrades, onboarding, and offboarding activities.
- Maintain customer records, documentation, and support agreements.
- Keep CRM and support portal data accurate, including contacts, users, and licences.
- Organise product demos and trials and follow up on licensing enquiries.
- Assist with change and release communications, including maintaining the Change Calendar.
- Work closely with internal teams to support timely issue resolution and service activities.
Requirements
- At least 2 years’ experience in a customer-facing or coordination role (e.g. customer support, service delivery, customer success, or project coordination).
- Experience working with ticketing systems and CRM platforms, including maintaining customer records and supporting customer lifecycles.
- Experience using Jira Service Management, including managing service desks, access, portals, workflows, and basic automations.
- Strong written and verbal communication skills, with confidence dealing directly with customers.
- Highly organised and detail-oriented, with the ability to manage multiple priorities and take ownership of tasks.
- A collaborative team player, comfortable working across Service Delivery, Product, Engineering, and Customer Success teams.
- Proactive, reliable, and customer-focused approach to work.
Work Type
- Hybrid
Experience Level
- 2+ years
Benefits
- Flexible hybrid work environment
- Modern office environment
- Paid Parental leave and an additional day's leave
- Energy One Shares Scheme
- Refer a friend referral program ($1,500 on completion of 6 months employment)
- Career growth and professional development opportunities
About the Company
- Energy One is a publicly listed leader in energy trading software, with over 15 years of experience delivering mission-critical services to wholesale energy, environmental, and carbon trading markets.
- We are the largest provider of 24/7 operational energy services in Australia and the second largest in Europe.
- Our technology supports a wide range of clients - from agile start-ups to major global energy enterprises, helping them navigate a fast-evolving industry shaped by climate goals, renewable energy integration, and market volatility.
Equal Opportunity
- Energy One is committed to diversity, inclusion, and equal opportunity.
- We welcome applications from people of all backgrounds.