Kounta is hiring a

Customer Support Specialist

Sydney, Australia
A customer centric champion who thrives on providing high level service via many popular channels including email, phone, chat, forums and social media.


  • Kounta is the go-to platform for Hospitality.
  • We create products for (and by) people who love to produce, sell and share great food and drink, so they can connect better, work faster, and smarter, and keep growing.
  • Our first product is a Point of Sale (POS) system, but there is so much more to it than just that...

Your Responsibilities

  • Have enthusiastic, positive and knowledgeable interactions with customers, partners and Kounta team members, maintaining Kounta’s Gold Class standard for support
  • Participate in a 24x7 roster to support our global customer base with periodic after hours assistance
  • Be highly available across Kounta’s support channels
  • Maintain customer health and retention by responding to red flags in coordination with our Account Managers
  • Assist our Education team in the enhancement of the Kounta Support Centre
  • Involvement in the review and deployment of new Kounta platform releases
  • Assist with the identification, reproduction and escalation of product issues and bugs to the Quality Assurance team, tracking through to resolution with each customer, partner and Kounta team member
  • Advocate and promote improvements to our products and services from frontline customer feedback to the Support Manager

Your Experience

  • Proven technical support and customer service experience (3-5 years)
  • Experience in common Phone, Email, Ticketing and Live Chat platforms
  • Strong knowledge in online, mobile and desktop platforms; iOS, Android, OSX, Windows
  • Familiarity with the concept of an API as a method to extend and connect applications
  • Experience troubleshooting in a SaaS or PaaS environment with a frequent deployment and update schedule
  • Basic networking knowledge (LAN/WAN, Routing, Wireless technologies, Setup & Config)SQL and Cloud Infrastructure knowledge is a plus


  • Brew up? Coffee from Australia’s finest roasters in house, with our very own coffee experts floating around to teach you a trick or two (think Mecca, Sample, Allpress).
  • Weekly tastings of delicious products our customers create (think Messina, Young Henrys, Porteno, Sonoma).
  • Relax and limber up with weekly Yoga sessions
  • Friday feasting! Food from a different Kounta customer every week, drinks, industry masterclasses, industry expert sessions hosted by our customers, and team chatter every Friday at 4:30
  • Convenient location in Chippendale
  • Amazing new, large office in a converted warehouse

Kounta hires the best and brightest - only apply if you're a premier league championship winning player.

You will be joining a bright and experienced team who love what they are doing to create a unique experience for our customers.

To all recruitment agencies: Kounta does not accept agency resumes. Please do not forward resumes to Kounta employees or any other company location. Kounta is not responsible for any fees related to unsolicited resumes.

Similar jobs

Other jobs at Kounta