Client-Facing Software Support & Customization Consultant

Meshed Group; Sydney; On-site; AUD 70,000 - 90,000; Full time

Job summary

Meshed Group in Sydney, Australia, is seeking a Software Support Consultant to join the Service Delivery Team. You will handle incoming inquiries via phone, email, and Zendesk, classify and route issues, and manage complex customisations.

You will work with Product and Engineering teams, test fixes, document results, and maintain SLA commitments. The role also involves training junior consultants and developing knowledge base content.

Qualifications

• Minimum 3 years experience as a Software Support consultant.
• Astute technical confidence and experience with software development life cycles.
• Excellent communication skills, both written and verbal.
• Experience working with customers at all organisation levels.
• Knowledge of Zendesk and Jira.

Responsibilities

• Review incoming Zendesk tickets and categorise into 3 categories.
• Provide guidance on platform usage and share steps/link to user guides.
• Escalate unclear inquiries to team lead and ensure SLA is met.
• Log bugs in Jira and validate resolutions across the system.
• Handle complex customisation requests and follow up on Open/Pending tickets.
• Gather and analyse customer business requirements, translate into technical briefs for engineering and QA.
• Test reported tasks and document testing outcomes.
• Maintain clear, professional communication with stakeholders via written and verbal channels.
• Manage client escalations and develop professional relationships with clients.
• Train junior consultants on product features and knowledge base content.

Skills

Communication skills

Team player

Leadership

Customer service mindset

Tools

Zendesk

Jira

Job description

Meshed Group in Sydney, Australia, is seeking a Software Support Consultant to join the Service Delivery Team. You will handle incoming inquiries via phone, email, and Zendesk, classify and route issues, and manage complex customisations.

You will work with Product and Engineering teams, test fixes, document results, and maintain SLA commitments. The role also involves training junior consultants and developing knowledge base content.