Customer Service Officer

Partale Talent Pty Ltd; Campbelltown; On-site; AUD 65,000 - 80,000; Full time

Benefits offered by this job

Growth opportunities

Collaborative team

Exposure to products

Impact on product

Long-term career

Job summary

Partale Talent is partnering with a SaaS business delivering fleet maintenance and asset management software. The Customer Support Specialist will be the first point of contact, resolving issues and guiding customers to successful outcomes.

You'll work with a collaborative team, troubleshoot software problems, and contribute to knowledge base articles while supporting onboarding and data formatting tasks. Commute to Oran Park required.

Qualifications

• Previous experience in a Customer Support or Helpdesk position.
• Experience using Zendesk or similar ticketing/helpdesk platforms is beneficial however, not required.
• Proficient Excel skills, including data formatting and manipulation.
• Excellent written and verbal communication skills.
• Ability to investigate issues methodically and identify root causes.
• Strong organisational skills with the ability to manage competing priorities.

Responsibilities

• Respond to customer enquiries via phone, ticketing systems and online meetings.
• Deliver timely, professional and solutions-focused customer support.
• Build strong relationships with customers and provide an exceptional user experience.
• Manage and prioritise support requests through the ticketing system.
• Troubleshoot software issues, configuration challenges, system behaviours, and potential bugs.
• Investigate, document, and escalte technical issues to the Development Team where required.
• Assist with issue resolution and testing alongside developers.
• Create and maintain knowledge base articles and support documentation.
• Support client onboarding activities, including data imports and formatting.
• Work closely with Development, Product, and Customer Success teams.
• Contribute ideas and feedback to improve customer experience and product functionality.
• Identify recurring issues and help drive process improvements.
• Participate in team discussions focused on continuous improvement and service excellence.

Skills

Customer support

Excel

Written and verbal communication

Investigate issues

Organisational skills

Zendesk experience

Tools

Zendesk

Job description

SaaS, Fleet & Transport Technology

Partale Talent is proud to be partnering with a SaaS technology business that develops innovative fleet maintenance, compliance, and asset management software used by organisations across multiple international markets. This business is an innovative software provider offering solutions for businesses managing on-road, off-road, fixed, and mobile assets.

Our client has built a strong reputation by delivering exceptional customer service, helping businesses streamline compliance, improve operational efficiency, and reduce administrative burden. Due to continued growth, they are seeking a Customer Support Specialist to join their collaborative and customer-focused team.

About the Opportunity

This is a hands-on customer support role where you'll be the first point of contact for customers requiring assistance with the SaaS platform. Working within a highly regarded support team, you'll assist users in resolving software issues, troubleshooting technical queries whilst ensuring customers receive a consistently high standard of service.

This opportunity is ideally suited to someone who enjoys problem-solving, has strong communication skills and thrives in a customer-centric environment.

Please note our client is based in Oran Park. You will be required to commute to this location, so please check this location works for you prior to applying.

Key Responsibilities

Customer Support

• Respond to customer enquiries via phone, ticketing systems and online meetings.
• Deliver timely, professional and solutions-focused customer support.
• Build strong relationships with customers and provide an exceptional user experience.
• Manage and prioritise support requests through the ticketing system.

Technical Support

• Troubleshoot software issues, configuration challenges, system behaviours, and potential bugs.
• Investigate, document, and escalte technical issues to the Development Team where required.
• Assist with issue resolution and testing alongside developers.
• Create and maintain knowledge base articles and support documentation.
• Support client onboarding activities, including data imports and formatting.

Collaboration & Continuous Improvement

• Work closely with Development, Product, and Customer Success teams.
• Contribute ideas and feedback to improve customer experience and product functionality.
• Identify recurring issues and help drive process improvements.
• Participate in team discussions focused on continuous improvement and service excellence.

About You

To be successful in this role, you'll bring a combination of customer service expertise, technical aptitude and a genuine desire to help customers succeed.

Experience & Skills

• Previous experience in a Customer Support or Helpdesk position is preferred.
• Experience using Zendesk or similar ticketing/helpdesk platforms is beneficial however, not required.
• Proficient Excel skills, including data formatting and manipulation.
• Excellent written and verbal communication skills.
• Ability to investigate issues methodically and identify root causes.
• Strong organisational skills with the ability to manage competing priorities.

Personal Attributes

• Customer-focused and solutions-oriented.
• Collaborative team player.
• Reliable, organised and process driven.
• Comfortable working independently and taking ownership of outcomes.
• Naturally curious with a proactive approach to problem-solving.

What's on Offer?

• Join a growing and highly successful technology business.
• Work with a supportive and collaborative team.
• Exposure to innovative software products and customers across multiple industries.
• Genuine opportunity to contribute to product and service improvements.
• Stable, long-term career opportunity with a business experiencing continued growth.