Customer Support Specialist

FORT; Liverpool; On-site; AUD 51,000 - 74,000; Full time

Job summary

Fort is hiring a 1st Line Support Engineer to join our Customer Success team. You will be the first point of contact for customers, handling calls and tickets, troubleshooting issues, and ensuring customers get the most from the platform.

You will work with product, engineering and project teams, supporting customers and developing technically and professionally. This role offers a collaborative environment and clear progression opportunities.

Qualifications

• Experience in a 1st Line Support, Service Desk, Helpdesk, Technical Support or Customer Support role.
• Exposure to supporting software or SaaS products would be advantageous.
• Excellent communication and customer service skills.

Responsibilities

• Deliver 1st line support via phone, email and ticketing systems.
• Troubleshoot software and user issues, resolving where possible.
• Triage and prioritise incidents in line with agreed SLAs.
• Keep customers updated throughout the lifecycle of their tickets.
• Escalate more complex issues to the appropriate internal teams.
• Work closely with Product, Engineering and Project teams to deliver an outstanding customer experience.
• Contribute ideas to improve support processes and service delivery.

Skills

1st Line Support

Service Desk

Helpdesk

Technical Support

Customer Support

Tools

Salesforce

Zendesk

CRM systems

Microsoft Office

Job description

We're working with a growing UK technology business whose software is used by some of the country's largest organisations to manage their workforce and day-to-day operations.

As they continue to grow, they're looking to add a 1st Line Support Engineer to their Customer Success team. This is an opportunity to join a collaborative business where you'll play a key role supporting customers, solving technical issues and delivering an excellent service.

The Why? (Just a few highlights...)

Make a real impact - Be the first point of contact for customers, helping resolve issues quickly and ensuring they get the most from the platform.

Progress your career - Join a business with a genuine track record of promoting from within, where you'll be supported to develop both technically and professionally.

Join a positive team - Work alongside collaborative technical, product and project teams that value a proactive attitude, ownership and continuous improvement.

The Role

You'll provide first-line support to customers, managing incoming calls and tickets, troubleshooting issues, and ensuring customers are kept informed throughout the resolution process.

Key Responsibilities

• Deliver 1st line support via phone, email and ticketing systems.
• Troubleshoot software and user issues, resolving where possible.
• Triage and prioritise incidents in line with agreed SLAs.
• Keep customers updated throughout the lifecycle of their tickets.
• Escalate more complex issues to the appropriate internal teams.
• Work closely with Product, Engineering and Project teams to deliver an outstanding customer experience.
• Contribute ideas to improve support processes and service delivery.

What They're Looking For

• Experience in a 1st Line Support, Service Desk, Helpdesk, Technical Support or Customer Support role.
• Exposure to supporting software or SaaS products would be advantageous.
• Excellent communication and customer service skills.
• A positive, proactive attitude with a willingness to take ownership of issues.
• Someone who enjoys solving problems and helping customers.
• Comfortable working in a fast-paced environment and managing multiple priorities.
• Experience using ticketing or CRM systems such as Salesforce, Zendesk or similar would be beneficial.
• Good working knowledge of Microsoft Office, particularly Outlook and Excel.
• Any second line experience would be beneficial

This is an excellent opportunity to join a growing technology business where you'll receive ongoing support, gain exposure to modern software platforms, and build a long-term career within a company that genuinely invests in its people.