Job Overview

Our client is looking for a SaaS Technical Support Specialist to join a growing Support Team and serve as a key point of contact for clients experiencing issues with a SaaS platform. This role is ideal for someone who combines strong customer service and communication skills with technical curiosity. You will manage incoming support tickets, troubleshoot and triage issues, coordinate with internal technical teams, and ensure clients receive timely and professional updates.

Schedule

• Monday - Friday, 8:00 AM - 6:00 PM AEST (40 work hours per week)

Responsibilities

Ticket Triage & Client Support

• Monitor and manage incoming support tickets through Freshdesk.
• Triage requests according to urgency and category.
• Respond to clients promptly and professionally.
• Gather information to understand and diagnose issues.
• Provide clear updates, expectations, and next steps.
• Meet agreed SLA response and resolution targets.
• Escalate urgent or high-priority issues appropriately.

Internal Coordination & Escalation

• Coordinate with Front-End, Back-End, and Mobile Development teams to resolve technical issues.
• Accurately document and assign tickets requiring developer involvement.
• Track escalated issues through to resolution.
• Escalate bugs, platform outages, and critical client concerns.
• Liaise with Account Managers where issues involve client accounts or billing.

Knowledge & Documentation

• Contribute to the development and maintenance of the Help Centre.
• Create and update support articles and troubleshooting resources.
• Assist in developing internal support playbooks and triage guides.
• Build product knowledge to improve first-contact resolution and reduce unnecessary escalations.

Requirements

• Previous experience in software support, technical support, help desk, SaaS support, or technical customer service, preferably within the SaaS or software industry.
• Strong written and verbal communication skills, with the ability to explain technical issues clearly to non-technical users and work effectively with technical and non-technical stakeholders.
• Comfortable investigating and troubleshooting software issues, with strong technical curiosity and a methodical approach to identifying problems.
• Strong ticket management, prioritization, and organizational skills, with the ability to manage multiple tickets, urgent requests, and agreed priorities.
• Strong attention to detail and accurate documentation skills, with a proactive approach to identifying recurring issues and improving support processes.
• Customer-focused, professional, and calm when handling client concerns and urgent matters.
• Familiarity with Freshdesk, Jira, Intercom, or similar support platforms, with the ability to work independently in a remote environment.

Independent Contractor Perks

• Permanent work from home
• Immediate hiring
• Health Insurance Coverage for eligible locations

Note

Please click the "Apply" button to complete your application, including the assessment questions, technical check, and voice recording. Your hourly pay rate will be established based on your performance in the application process; submissions with all requirements fulfilled will receive priority review.

One application, multiple possibilities: When you apply, our team reviews your background against all current openings, not just this one! If a different role fits your skills, we'll get in touch! We also encourage you to keep exploring our job board and apply directly to any position that excites you.