Customer Success & Technical Support Specialist ANZ & ROA at MSA, The Safety Company – Sydney, Nova Scotia

MSA, The Safety Company
Customer Success & Technical Support Specialist ANZ & ROA

AU-NS-Sydney

Requisition ID: 2025-9445
Type: Full-Time
# of Openings: 1
Category: Customer Service

Overview

Are you someone who is passionate, motivated, and driven to make a difference? If so, MSA Safety is the perfect fit for your career.

At MSA, SAFETY is who we are AND it is what we do. We are a purpose-driven company committed to deploying innovation and technology to deliver on our Mission to help protect people and assets all around the world. We continue to be relentless in our pursuit of solving our customers greatest problems so they can go home safe each and every day.

Are you in? Read on for more details about this particular role.

Responsibilities

Location: preferably Sydney, hybrid role

This position is responsible for delivering a seamless MSA+ onboarding experience from end-to-end with pre and post-contract communication.

It plays a key part in driving customer acquisition and retention by supporting critical activities before and after the sale, ensuring that every customer enjoys a seamless and positive experience from start to finish that promotes long-term loyalty.

From contract acceptance till activation, training, enabling customer proficiency, supporting internal and external end-users with installation, configuration, testing, and troubleshooting MSA product software applications. This position is a hybrid role combining customer success ownership with technical support troubleshooting and system level support, ensuring customers’ smooth experience with MSA+ solutions and connected devices.

Key Responsibilities

Customer Success

Pre-Sale Activities

Lead coordination and optimization of software service demonstrations for prospective customers to ensure high-quality engagement.

Follow-up with prospective customers and support the next steps in the customer acquisition process and is seeking for advancing opportunities and continuously improving the overall process.

Develop best practices for prospect engagement.

Post-Sale Activities

Ensure smooth and successful customer onboarding; proactively identify obstacles and drive cross-functional solutions.

Provide initial user training and support the development of enhanced training materials for broader team use.

Develop an Account Plan for selected top tier Customers and clear KPIs for successful management.

Drive strategic customer engagement by analyzing feedback from regular check-ins with customers and drive necessary actions by translating insights into actionable improvement initiatives on the service platform or customer experience overall.

Coordinate communication (customer needs, action plans etc.) between various stakeholders in order to discern and prioritize next steps by implementing necessary enhancements and service development.

Generate and follow up on customer invoices and service renewals.

Process Improvement

Recommend and assist in implementing improvements to customer success processes, services, and team operations.

Technical Support

End-User Support: Responsible for internal and external end-user support, installation, configuration, testing, and troubleshooting MSA product software applications.

Collaboration with Teams: Partnering with Customer Service (CS) and Field Sales Teams to resolve installation issues of product software.

2nd Level Support: Providing 2nd level support to assist customers and technicians with difficult technical issues and escalating issues to engineering for additional support when needed.

Software Patches: Directing end-user customer Client Services/System Administrators on the proper application of software patches and performing upgrades to existing customer systems.

Collaboration with Engineering: Partnering with the NPD Engineering Team to test installation, application/use, and troubleshooting of new or new releases of MSA product software offerings.

Customer Liaison: Acting as a customer liaison to capture Voice of Customer (VOC) feedback related to software and/or process improvement and transferring VOC feedback to the NPD Engineering/Development team for consideration for software patches and future product revisions.

Network Support: Supporting and analyzing customer Local Area Networks, Wireless Networks, TCP/IP protocols, Microsoft Operating Systems, Windows 7/8/10/11, and Windows Servers to prepare for proper software installation.

Customer Success Management: Responsible for registrations/deregistration for Customer Success and Warranty claims and all investigation grid instances in ROA & ANZ.

Technical Support Management: Managing all technical support matters for across the ROA & ANZ and serving the software-related issues.

Qualifications

Required Skills & Competencies

2-3 years of Customer Success experience in a fast-paced environment. Ownership-driven, experience supporting customers through onboarding, adoption, and issue resolution.Direct experience working with external customers and internal cross-functional teams (Sales, CS, Service, IT, Engineering, Support).Customer-focused, detail-oriented, organized, and ambitiousStrong communication skills and the ability to work independently with minimal supervisionComfortable with technology and data-driven insightsEffective coordination within cross-functional teams

Technical requirements:

Microsoft Office 365 (Outlook, Teams, Power BI, OneDrive), Web conferencing tools (Teams, Webex, Zoom)General understanding of software applications, cloud-based platforms, and system integrationsExperience with installation, configurations and troubleshooting software or connected systemsBasic networking knowledge to support software deployment

Experience (preferred):

Additional customer care experience in a high-pressure environment.Experience in Technical Support, Application Support, or related customer-facing role.Experience supporting SaaS, IoT, or connected device platformsExperience operating in a regional or multi-country environmentExperience in service contracts or subscription lifecycle management

Languages:

English

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MSA is committed to the principles of equal employment opportunity and to providing a workplace that is free from unlawful discrimination. As such, it is MSA’s policy not to discriminate against any employee or applicant for employment on the basis of the person’s age, color, creed, disability, ethnicity, race, religion, gender, marital status, sex, sexual orientation, gender identity, national origin, citizenship status, veteran’s status, genetic information, political affiliation, disabling condition, or any other category protected by applicable federal, state, or local law. MSA also makes reasonable accommodations for individuals with disabilities who are otherwise qualified to perform a job unless such accommodations would impose an undue hardship.

If you are an individual with a disability and need an accommodation to assist you in navigating this career site, let us know.Contact Us MSA is an Equal Employment Opportunity/Affirmative Action Employer. Minorities/Females/Individuals with Disabilities/Protected Veterans.