Senior Customer Support Agent

Job Description

Are you passionate about delivering exceptional customer experiences, solving technical problems and working with innovative technology? We're looking for an experienced Senior Customer Support Agent to join our global Customer Team at FrogBox.

FrogBox provides live streaming solutions for community sport, enabling clubs across a growing range of sports to capture, stream and share their matches with players, families and fans.

In this role, you'll support customers across Australia, New Zealand, the UK and South Africa, as well as emerging markets including the USA and India. You'll manage customer interactions through support tickets, live chats, video meetings and phone calls, helping customers troubleshoot technical issues and get the most out of our hardware, mobile streaming and digital platforms.

You'll also play an important role in driving customer satisfaction and retention, supporting junior team members and continuously improving how we deliver customer support.

Shifts: Must be available to work 5 days per week according to a flexible seasonal roster, with days spanning weekdays and weekends. For example, Wednesday to Sunday (Mondays and Tuesdays off) or Tuesday to Saturday (Sundays and Mondays off).

Role & responsibilities

• Customer Communication: Manage customer enquiries through support tickets, live chat, email, phone and video calls, providing clear, professional and timely assistance to customers across international markets.

• Technical Troubleshooting: Independently investigate and resolve complex hardware, software, connectivity and live streaming issues, including camera, encoder, network and stream-quality problems.

• Customer Onboarding: Guide customers through hardware setup, product configuration and technical troubleshooting, including conducting customer-facing video meetings.

• Product Knowledge: Develop advanced expertise across FrogBox's streaming solutions, including V1 and V2 Camera Kits, Connect Your Camera, Mobile Streaming and our digital platforms.

• Customer Satisfaction & Retention: Deliver exceptional customer experiences, proactively address dissatisfaction and recurring issues, and help reduce customer churn through effective problem resolution and follow-up.

• Technical Escalations: Act as an escalation point for junior support agents and collaborate with Product and Engineering teams to investigate complex issues and product defects.

• Proactive Support: Identify potential customer issues, conduct streaming quality checks and recommend solutions to improve reliability and customer experience.

• Documentation: Maintain accurate support records and contribute to troubleshooting guides, knowledge base articles and customer education resources.

• Continuous Improvement: Identify opportunities to improve support processes, customer self-service resources and overall team efficiency.

• Match-Day Support: Provide technical support during live sporting events across different sports and international markets, including weekend shifts, incident investigation and escalation.

• Service Performance: Contribute to customer satisfaction, response time, resolution time and overall support quality targets.

Preferred candidate profile

• Experience: Minimum 4 to 6 years of experience in customer support or technical support, preferably within a software, technology or hardware environment.

• Technical Expertise: Strong troubleshooting skills across hardware, software, networking and connectivity, with the ability to independently resolve complex technical issues.

• Communication Skills: Excellent written and verbal English, with confidence communicating directly with international customers through phone and video calls.

• Problem-Solving: Analytical and resourceful, with the ability to investigate issues, identify root causes and deliver effective solutions.

• Customer Focus: Passionate about customer satisfaction, building trust and turning challenging customer experiences into positive outcomes.

• Leadership & Ownership: Comfortable supporting junior team members, managing escalations and taking responsibility for issues through to resolution.

• Adaptability: Able to multitask, prioritise competing demands and work independently in a fast-paced, remote environment.

• Technical Tools: Experience using Freshdesk, Freshchat, Jira or similar support platforms is highly regarded.

• Industry Knowledge: Experience with live streaming, cameras, encoders, audiovisual technology or networking is an advantage. An interest in sport is highly regarded.