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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.