Customer Support Agent

Customer Support Agent (SaaS)

Are you naturally curious when it comes to technology? Do you enjoy solving problems, helping customers and figuring out how software works?

We're working with a market-leading software company that develops an innovative cloud-based platform used by organisations across the globe. As the business continues to grow, they're looking to add a Customer Support Agent to their Australian team.

This is an excellent opportunity for someone with experience supporting customers in a SaaS or software environment who enjoys investigating issues rather than simply logging tickets. You'll become an expert in the platform through comprehensive training and work alongside an experienced local team, providing support to customers across multiple regions.

What You'll Be Doing

• Respond to customer queries via a ticketing system, email and occasional calls.
• Investigate technical issues by recreating customer scenarios within the platform.
• Troubleshoot problems and identify whether the issue is user-related, configuration-based or requires escalation.
• Provide clear, friendly and professional support throughout the customer journey.
• Escalate complex technical issues to specialist teams where required.
• Help maintain and improve customer-facing documentation and knowledge base articles.
• Contribute ideas to improve processes and the overall customer experience.

We're Looking For Someone Who Has

• Experience in a Customer Support, Service Desk, Technical Support or Helpdesk role.
• Previous exposure to SaaS or web-based software platforms.
• Strong troubleshooting and investigative skills.
• Confidence learning new technology and navigating software applications.
• Excellent written communication skills with the ability to explain technical concepts clearly.
• A genuine desire to help customers and solve problems.
• A proactive mindset and willingness to explore issues independently before escalating.

It Would Be Great If You Also Have

• Experience using ticket management systems.
• Experience writing knowledge base articles or customer documentation.
• Exposure to education technology or learning platforms (not essential).

What's On Offer

• Fully remote working anywhere in Australia.
• Salary of AU$60,000 - AU$70,000.
• Structured onboarding and training programme.
• Supportive and collaborative team environment.
• Opportunity to develop your technical skills within a growing SaaS business.
• Genuine long-term career progression.

If you enjoy technology, problem solving and delivering excellent customer experiences, we'd love to hear from you.