Hybrid SaaS Support Analyst & Troubleshooter

Actionstep; Perth; Hybrid; AUD 65,000 - 90,000; Full time

Benefits offered by this job

Hybrid Work Flexibility

Modern Offices

Inclusive, Supportive Culture

Relaxed Dress Code

Birthday Leave

Regular Team Events

Professional Development

Job summary

Actionstep is seeking a Customer Support Analyst in Perth to help customers with timely, thoughtful support and to investigate questions, troubleshoot issues, and work across teams.

You’ll document solutions, run screen-sharing sessions, and contribute to a growing knowledge base while collaborating with Customer, Product and Engineering. This role values curiosity, clear communication and a customer-focused mindset, with a hybrid in-office and remote setup.

Qualifications

• Experience in a customer-facing role such as application support, technical support, or help desk.
• Excellent written and verbal communication with great attention to detail.
• Ability to learn, understand and explain technical concepts to different audiences.
• Strong general computer skills and confidence learning new software and systems.
• Ability to manage multiple priorities and organise workload effectively.

Responsibilities

• Own customer support enquiries from initial contact through to resolution.
• Troubleshoot customer issues and run screen-sharing sessions to understand problems.
• Build knowledge through training, research and hands-on problem solving.
• Document customer interactions, issues and resolutions, contributing to the knowledge base.
• Collaborate with Support, Customer, Product and Engineering to improve the customer experience.

Skills

Customer-facing role experience

Excellent communication

Explain technical concepts

General computer skills

Multitasking and prioritization

Remote work experience (advantage)

Job description

Actionstep is seeking a Customer Support Analyst in Perth to help customers with timely, thoughtful support and to investigate questions, troubleshoot issues, and work across teams.

You’ll document solutions, run screen-sharing sessions, and contribute to a growing knowledge base while collaborating with Customer, Product and Engineering. This role values curiosity, clear communication and a customer-focused mindset, with a hybrid in-office and remote setup.