Customer Support Representative

Astalty Pty Ltd.; Australia; Remote; AUD 80,000 - 90,000; Full time

Benefits offered by this job

Fully remote

Conference & education support

Work with founders

Continuous learning opportunities

Job summary

Astalty Pty Ltd. is seeking a Customer Support Representative to join our fully remote team in Australia. You will help customers maximise value from the Astalty platform, troubleshoot issues, and provide clear guidance across onboarding and ongoing usage.

This role emphasizes proactive problem solving, strong communication, and a passion for delivering outstanding customer care. You’ll collaborate with product and development teams to relay feedback and improve our tools, while learning about

Qualifications

• Strong written and verbal communication.
• Technically confident; can explain multi-step processes.
• Proactive problem solver who helps customers.
• NDIS knowledge is a plus.
• Willingness to learn about Astalty and NDIS.

Responsibilities

• Handle support requests via email and occasional phone calls.
• Assist onboarding and training for new customers.
• Document new features and changes; create educational content.
• Create walkthrough videos and interactive guides for customers.
• Run training sessions on new features; ensure customers understand updates.
• Collect product feedback and collaborate with the development team on changes.
• Work with teammates to tackle complex problems and share input.

Skills

Communication

Tech proficiency

Problem solving

Direct communication

NDIS familiarity

Willingness to learn

Customer focus

Tools

Astalty platform

Job description

Customer Support Representative

Operations Remote Full Time $80,000 - $90,000

Join one of the fastest-growing NDIS software platforms in Australia - with 300+ 5-star reviews and over 1,300 NDIS businesses using Astalty to streamline their operations every day.

We’re looking for a Customer Support Representative who’s excited to jump in, solve real problems, and help our customers get the most out of the platform. If you're proactive, technically confident, and passionate about customer care - we want to hear from you.

Our Vision and Values

Astalty is a leading software provider for NDIS businesses. We’re obsessed with making powerful tools that are easy to use - and delivering the best customer experience in the industry.

Our mission:

Become the obvious choice for NDIS software.

Our values:

• Treat customers better than anyone else
• Solve real problems with deep understanding
• Move fast and get things done

Who you are

We're looking for a Customer Support Representative for an immediate start with strong communication skills who is excited about helping people by providing outstanding customer support and ensuring our customers get the most out of Astalty. You enjoy digging into problems, finding answers, and making sure customers leave every interaction feeling supported, empowered, and more confident in their tools.

• You have strong communication skills - both written and verbal which will allow you to build strong relationships with customers.
• You are proficient with technology in general and can break down multi-step processes within our application to help customers. Any experience within the NDIS or using Astalty will be highly regarded.
• Often you will need to use your problem solving skills to get to the bottom of issues customers are facing and then provide instructions on how to resolve the problem
• You try to find solutions to problems on your own but you're also not afraid to ask for help.
• We don't get bogged down in hours-long meetings and strict workflows so it is important that you are a direct communicator and can break down solutions to problems simply and clearly.
• You enjoy learning about all things relevant to our journey - of course this includes new technologies and concepts but it's also important you're passionate about the problems we're solving and you're willing to learn about the NDIS.
• Whilst not necessary, it would be highly desirable if you have experience with the NDIS.

This is a critical role that directly contributes to Astalty’s growth by keeping our customers happy, supported, and successful.

What you'll do

You’ll help us build on our reputation as the best customer support team in the space. You'll do this by ensuring customers get help quickly and ensuring they are getting the most out of Astalty.

• Answer support requests via email using our dedicated platform and on the phone from time to time.
• Assisting new customers with onboarding and training which is a vital part of our customers implementing Astalty to get the most out of it.
• Documenting new features and changes to the software and creating content to help educate new and existing customers.
• Creating walkthrough videos and building interactive guides that customers can reference when they're stuck on a problem.
• Running training sessions with existing customers to explore new features and ensure they understand any recent changes.
• Gathering feedback about our products and working with the development team to implement any necessary changes.
• Working with other team members to tackle complex problems and offer your input on all aspects of our journey.

Why Join Astalty?

At Astalty, it's not just about software development. It's about being a pivotal part of a movement that's transforming the NDIS landscape.

• Our customers love us (we have 300+ 5 star reviews on Google) - we serve over 1,300 businesses and you'll be working on solutions that people truly enjoy using.
• We're fully remote - you'll be able to work from anywhere within Australia and collaborate with the team via Slack and Google.
• You'll get to work with the founders on a daily basis and provide your insights and guidance for product ideas and improvements.
• We promote continuous learning and invest in conferences and other education.