Freshdesk Service Administrator

Charge Hub Australia; City of Brisbane; On-site; AUD 70,000 - 90,000; Full time

Job summary

Charge Hub Australia Pty Ltd is seeking a Service Administrator to manage and continually improve the Freshdesk environment supporting the EV charging network. You will front customer support, collaborate with IT and operations, and translate service requirements into reliable workflows and timely incident response.

Key responsibilities include configuring data capture, access controls, dispatch rules, and reporting, ensuring SLA commitments, and maintaining compliant documentation across

Qualifications

• Experience administering Freshdesk or similar customer support platform is required.
• Strong understanding of ticketing workflows, SLA metrics and ITIL-aligned service management practices.
• Experience with automation, roles, groups, forms, portals, reporting and integrations in production environments.
• Full working rights in Australia.

Responsibilities

• Manage global settings, ticket fields, custom forms, support portals, email channels, products and service categories to capture accurate data.
• Provision and deprovision agent and supervisor accounts, assign roles, maintain groups and permissions, conduct access reviews.

Skills

Freshdesk administration

Ticketing workflows

ITIL service management

Automation

Reporting

Tools

Freshdesk

CRM tools

Reporting software

Job description

The Freshdesk Service Administrator is responsible for managing, maintaining and continually improving Charge Hub Australia Pty Ltd's Freshdesk environment in support of the Charge Hub Electric Vehicle charging network. The role ensures the platform enables efficient, secure and customer-focused service delivery across EV driver support, charge station owner support, network operations and IT helpdesk activities, in line with Australian business requirements, privacy obligations and company standards.

This position fronts customer support, and works closely with EV network operations, service partners, contractors, IT and business stakeholders to translate operational and contractual service requirements into reliable workflows, timely incident response, insightful reporting and a consistent experience for EV drivers, charge station owners and support agents.

Key responsibilities

• Manage global settings, ticket fields, custom forms, support portals, email channels, products and service categories so that accurate and useful customer data is captured.
• Provision and deprovision agent and supervisor accounts, assign roles, maintain groups and permissions, and conduct periodic access reviews in accordance with least-privilege principles.
• Design, test and maintain dispatch rules, supervisor rules, scenario automations, canned responses and notifications to improve routing, consistency and resolution times.
• Answer the customer support 0800 number and provide Level 1 initial non-technical support, escalating to the technical team when required.
• Oversee, monitor and continually improve service-level agreement commitments for Charge Hub's EV charging network, including business hours, priority definitions, response and resolution targets, escalation paths and contractual service commitments.
• Ensure that all tickets are responded to in a timely manner and chase up those waiting for actions, with accurate information for reporting or future access.
• Support applications and approved integrations with internal systems such as CRM, collaboration and development tools.
• Produce scheduled and ad hoc reports on EV charging network support demand, charger incidents, ticket volumes, backlog, first-response and resolution times, SLA compliance, repeat faults, agent workload and customer satisfaction.
• Maintain consistent taxonomies, required fields, retention settings and audit-ready documentation while supporting compliance with applicable Australian privacy and records-management requirements.
• Use Freshdesk as the central service-management platform for incidents and requests affecting Charge Hub's EV charging network, triaging and coordinating charger availability, connectivity, authorisation, payment and session-related issues.

About you

• Great customer focused manner and attitude.
• Demonstrated experience administering Freshdesk or a comparable customer support platform such as Zendesk or Salesforce Service Cloud.
• Strong understanding of ticketing workflows, queue management, SLA metrics and ITIL-aligned service management practices.
• Experience with automation, roles, groups, forms, portals, reporting and integrations in a production environment.
• Experience supporting technology-enabled field services, connected assets or EV charging network operations, including incident triage, multi-party escalation and service restoration tracking.
• Sound analytical and troubleshooting skills, with the ability to identify root causes and translate operational needs into practical system solutions.
• High attention to detail and a disciplined approach to testing, documentation, data quality and change control.
• Clear written and verbal communication skills, including the ability to work effectively with technical and non-technical stakeholders.
• Ability to manage competing priorities independently.
• Full working rights in Australia.

About us

Charge Hub Australia Pty Ltd operates the Charge Hub Electric Vehicle charging network. The company is committed to merit-based recruitment and an inclusive workplace.