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About the Role

As we grow our global client base, we are expanding our round-the-clock support coverage and are looking for a Product Specialist to join BI24, our 24/7 support team, based in Sydney, Australia. You will become an expert on the Board Intelligence platform, providing exceptional, concierge-style support to our global network of clients so they get fast, confident resolutions to their queries. Working UK hours from Sydney, you will be the principal point of contact for the business overnight, bridging the gap between the UK team finishing their day and starting the next.

Responsibilities

Diagnose and resolve client queries in line with SLAs as the first point of contact via phone or email.
Assess if an issue is a software bug or requires more advanced training, escalating when necessary.
Monitor internal messaging for platform status and potential client issues.
Escalate unresolved issues to Second Line Support, Engineering, or Customer Success with detailed context.
Maintain awareness of daily workload expectations and utilize worksheets and flows.
Contribute to support articles and client training to support self-serve strategies.
Perform routine client audits and maintain accurate interaction records.
Become an expert on the Board Intelligence platform and product developments.
Conduct user data requests, analysis, and ad hoc platform testing.
Undertake projects from other teams to support company objectives.
Provide a feedback loop to product and customer teams, representing the customer voice.
Proactively contribute ideas for team and process improvement.
Ask pertinent questions to build context for complex issues while maintaining security procedures.
Maintain accurate and detailed records of all client interactions.
Act as a business ambassador, embodying Board Intelligence principles and standards.

Requirements

Comfortable working alone for extended periods.
Ability to make sound judgments without immediate colleague support.
Calm demeanor when handling multiple simultaneous tasks.
Meticulous record-keeping.
Curiosity to understand problems thoroughly.
Pride in improving client situations.
A track record of customer service and/or technical support work from a relevant business or industry.
Excellent spoken and written communication skills.
Ability to explain concepts clearly and confidently.
Ability to diagnose and resolve issues with sound judgment.
Ability to escalate appropriately and provide clear context.
High levels of motivation and a proactive mindset.
Ability to use initiative while working largely unsupervised overnight.
Impeccable attention to detail and commitment to high standards.
Confidence to ask clarifying questions.
Ability to multitask, remain calm under pressure, and prioritize.
Naturally inquisitive with an interest in technology, customer service, and problem-solving.
Comfortable working autonomously from home with a reliable setup.

Skills

Concierge-style support
Product expertise
Client query diagnosis and resolution
Issue assessment and escalation
Communication
Attention to detail
Problem-solving
Multitasking
Prioritization
Basic fault diagnostics
Basic triage
Basic resolution
JIRA familiarity
Datadog exposure
Log review
Monitoring
PagerDuty exposure
Incident management systems exposure
BugSnag exposure
Error reporting tools exposure

Location

Sydney, Australia

Work Type

24/7 support
Overnight shift
Remote

Experience Level

Not specified

Education Level

Not specified

About the Company

Board Intelligence is a technology and advisory firm focused on making boards more effective to build better businesses and benefit society.
Market leader in governance and board effectiveness for over twenty years.
Trusted by over 80,000 directors, executives, and governance professionals globally.
Invested in applied AI since 2020, with an AI-powered platform and smart board advisor.
Backed by K1 Investment Management in 2024 to accelerate growth.
Growing fast with a proven commercial model and product suite.
Values a culture that is thoughtful, high calibre, and genuinely human, balancing ambition and work-life balance.
Offers opportunities to work at the intersection of AI and governance on high-level problems.
Mission: To unleash the potential of organisations through the science of board effectiveness, building better businesses and benefitting society.

Equal Opportunity

Board Intelligence is committed to building a diverse team and welcomes applications from candidates of all backgrounds.
Does not discriminate on the basis of age, disability, ethnicity, gender, religion, sexual orientation or any other protected characteristic.
Will provide reasonable adjustments at any stage of the process upon request.