Technical User Operations Specialist, APAC - Weekends (Wed-Sun)
Remote • Sydney • FullTime
Posted 20d ago
Job Location
Sydney
Remote Work Policy
Fully remote
Employment Type
FullTime
Categories
Applied AI Engineer
About the job
Harvey is transforming how legal and professional services operate by combining frontier agentic AI, an enterprise-grade platform, and deep domain expertise. This role is crucial in providing empathetic and efficient support to our customers, ensuring a seamless support experience. We are seeking someone who loves problem-solving, is adept at handling multiple priorities, and is passionate about working with enterprise customers. This role follows a standard Wednesday–Sunday schedule.
Responsibilities
- Serve as the first point of contact for customer support inquiries, delivering empathetic, accurate, and timely resolutions across a range of technical and product-related issues.
- Manage multiple competing priorities while maintaining a high level of responsiveness, reliability, and accountability during assigned support shifts.
- Collaborate effectively with teammates and cross-functional partners to troubleshoot complex issues and escalate when appropriate.
- Maintain deep, up-to-date knowledge of products, features, and services to provide informed support.
- Document customer interactions, issues, and feedback to support continuous improvement of products, processes, and support materials.
- Own tasks independently while contributing thoughtfully to team workflows and the ongoing refinement of support processes.
Requirements
- 3+ years of proven experience in a fast-paced technical support role, delivering white-glove or premium support to large enterprise customers for AI-driven products.
- Exceptional empathy and communication skills (written and verbal), with the ability to build trust and clearly explain complex technical concepts.
- Strong problem-solving and critical-thinking abilities, with a creative approach to diagnosing and resolving complex issues.
- Highly organised and adaptable, able to manage multiple tasks and competing priorities effectively.
- Solid understanding of APIs, with the ability to troubleshoot and articulate API-related concepts clearly.
- Proficiency with customer support tools and CRM systems.
- Collaborative team player who builds positive cross-functional relationships.
- Demonstrated passion for learning and continuous improvement, with a commitment to staying current on industry trends.
Benefits
- Structured hybrid working arrangement: 3 days in office, 2 days working from home.
- Fully covered private hospital insurance, plus extras for dental, optical, physio, mental health, and more.
- Support for fertility treatments, adoption, and surrogacy through Carrot.
- Comprehensive retirement and security coverage.
- Paid annual leave, sick leave, and fully paid parental leave.
- Daily in-office lunch, wellness memberships through Wellhub, and monthly commuting support.
- Annual support for courses, certifications, conferences, and books.
- Monthly support for home office, internet, and phone expenses.
- Four-week paid sabbatical after four years of employment.