Customer Support Officer

Partale Talent Pty Ltd; Sydney; On-site; AUD 65,000 - 95,000; Full time

Job summary

Partale Talent Pty Ltd's SaaS team is seeking a hands-on Customer Support Specialist to be the first contact for users. You will resolve software issues, troubleshoot queries, and collaborate with developers to ensure a consistently high standard of service.

You should enjoy problem solving, communicate clearly, and thrive in a customer-centric environment, handling inquiries across phones, tickets, and online meetings while contributing to continuous improvement with the product and support

Qualifications

• Previous experience in Customer Support, Helpdesk or Technical Support.
• Experience using Zendesk or similar ticketing/helpdesk platforms.
• Strong Excel skills for data formatting and manipulation.
• Excellent written and verbal communication skills.
• Ability to investigate issues methodically and identify root causes.
• Strong organizational skills with the ability to manage competing priorities.

Responsibilities

• Respond to customer inquiries via phone, ticketing systems, and online meetings.
• Deliver timely, professional, and solutions-focused 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, and system behaviours.

Skills

Customer support

Communication

Problem solving

Organizational skills

Independent worker

Team player

Tools

Zendesk

Excel

Job description

SaaS,Fleet&TransportTechnology

PartaleTalentisproudtobepartneringwithaSaaStechnologybusinessthatdevelopsinnovativefleetmaintenance,compliance,andassetmanagementsoftwareusedbyorganisationsacrossmultipleinternationalmarkets.Thisbusinessisaninnovativesoftwareproviderofferingsolutionsforbusinessesmanagingon-road,off-road,fixed,andmobileassets.

Ourclienthasbuiltastrongreputationbydeliveringexceptionalcustomerservice,helpingbusinessesstreamlinecompliance,improveoperationalefficiency,andreduceadministrativeburden.Duetocontinuedgrowth,theyareseekingaCustomerSupportSpecialisttojointheircollaborativeandcustomer-focusedteam.

AbouttheOpportunity

Thisisahands-oncustomerandtechnicalsupportrolewhereyou'llbethefirstpointofcontactforcustomersrequiringassistancewiththeplatform.Workingwithinahighlyregardedsupportteam,you'llassistusersinresolvingsoftwareissues,troubleshootingtechnicalqueries,collaboratingwithdevelopersandensuringcustomersreceiveaconsistentlyhighstandardofservice.

Thisopportunityisideallysuitedtosomeonewhoenjoysproblem-solving,hasstrongcommunicationskills,andthrivesinacustomer-centricenvironment.

KeyResponsibilities

CustomerSupport

• Respondtocustomerenquiriesviaphone,ticketingsystems,andonlinemeetings.
• Delivertimely,professional,andsolutions-focusedcustomersupport.
• Buildstrongrelationshipswithcustomersandprovideanexceptionaluserexperience.
• Manageandprioritisesupportrequeststhroughtheticketingsystem.

TechnicalSupport

• Troubleshootsoftwareissues,configurationchallenges,systembehaviours,andpotentialbugs.
• Investigate,document,andescalatetechnicalissuestotheDevelopmentTeamwhererequired.
• Assistwithissueresolutionandtestingalongsidedevelopers.
• Createandmaintainknowledgebasearticlesandsupportdocumentation.
• Supportclientonboardingactivities,includingdataimportsandformatting.

Collaboration&ContinuousImprovement

• WorkcloselywithDevelopment,Product,andCustomerSuccessteams.
• Contributeideasandfeedbacktoimprovecustomerexperienceandproductfunctionality.
• Identifyrecurringissuesandhelpdriveprocessimprovements.
• Participateinteamdiscussionsfocusedoncontinuousimprovementandserviceexcellence.

AboutYou

Tobesuccessfulinthisrole,you'llbringacombinationofcustomerserviceexpertise,technicalaptitudeandagenuinedesiretohelpcustomerssucceed.

Experience&Skills

• PreviousexperienceinaCustomerSupport,HelpdeskorTechnicalSupportposition.
• ExperienceusingZendeskorsimilarticketing/helpdeskplatforms.
• StrongExcelskills,includingdataformattingandmanipulation.
• Excellentwrittenandverbalcommunicationskills.
• Abilitytoinvestigateissuesmethodicallyandidentifyrootcauses.
• Strongorganisationalskillswiththeabilitytomanagecompetingpriorities.

HighlyRegardedExperience

• Exposuretofleetmanagement,transport,logistics,workshop,dealership,maintenance,orcomplianceenvironments.
• SaaSorsoftwareapplicationsupportexperience.
• KnowledgeofAPIs,webhooks,systemintegrations,orrelatedtechnologies.
• Understandingoftransportcomplianceormaintenanceprocesses.

PersonalAttributes

• Customer-focusedandsolutions-oriented.
• Collaborativeteamplayer.
• Reliable,organised,andprocess-driven.
• Comfortableworkingindependentlyandtakingownershipofoutcomes.
• Naturallycuriouswithaproactiveapproachtoproblem-solving.

What'sonOffer?

• Joinagrowingandhighlysuccessfultechnologybusiness.
• Workwithasupportiveandcollaborativeteam.
• Exposuretoinnovativesoftwareproductsandcustomersacrossmultipleindustries.
• Genuineopportunitytocontributetoproductandserviceimprovements.
• Stable,long-termcareeropportunitywithabusinessexperiencingcontinuedgrowth.