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Technical Support Specialist
2 months ago
Airwallex is a leading unified payments and financial platform designed for global enterprises.
Our innovative blend of proprietary technology and infrastructure empowers over 100,000 businesses worldwide—including notable names like Brex, Rippling, Navan, Qantas, and SHEIN—with fully integrated solutions for managing business accounts, payments, spend management, treasury, and embedded finance on a global scale.
Founded in Melbourne, our team comprises over 1,500 talented individuals in technology, spread across more than 20 offices worldwide.
With a valuation of US$5.6 billion and support from prominent investors such as Sequoia, Lone Pine, Greenoaks, DST Global, Salesforce Ventures, and Mastercard, Airwallex is at the forefront of developing the future of global payments and financial services.
About the TeamThe IT Operations team at Airwallex serves as the primary support channel for employees encountering technology-related issues.
We pride ourselves on being a welcoming and supportive team, assisting new hires on their first day, providing technical support to employees, and managing our hardware and laptop fleet across all global offices.
Our services are delivered through our service desk, chat, and in-person interactions.Key Responsibilities
In this role, you will deliver exceptional customer service and technical support to the Airwallex team, both in-office and remotely. We are dedicated to providing a superior support experience and outstanding customer service.
Your responsibilities will include:
- Onboarding new hires with IT support, ensuring they have a seamless start.
- Managing service desk tickets and providing walk-up support.
- Assisting with audio-visual needs for meetings and events.
- Acting as the first point of contact for technical issues, collaborating with international peers to ensure a consistent support experience.
- Engaging with various technologies and projects to enhance your engineering skills.
This position is primarily office-based. While we support a hybrid work model, regular on-site attendance is expected, particularly from Monday to Thursday, with flexibility for events and team support.
Minimum Qualifications:
- Exceptional customer service and interpersonal skills, with a patient and empathetic approach to user support.
- Strong communication skills, both written and verbal.
- Proficient documentation skills, capable of creating clear and concise articles.
- Experience in troubleshooting and supporting macOS and Windows environments.
- Familiarity with common software applications, including Zoom, Slack, and Google Workspace.
- Ability to manage multiple priorities effectively.
Preferred Qualifications:
- Experience in multinational technology firms, with an understanding of diverse cultures.
Airwallex is an equal opportunity employer. We value diversity and consider all applicants based on merit, qualifications, and talent. We do not discriminate based on color, religion, race, national origin, sexual orientation, ancestry, citizenship, sex, marital or family status, disability, gender, or any other legally protected status.
