Hybrid Support Analyst – Curious Problem Solver for SaaS

Actionstep; Perth; Hybrid; AUD 65,000 - 95,000; Full time

Benefits offered by this job

Hybrid work

Modern offices

Inclusive culture

Relaxed dress code

Birthday leave

Team events

Professional development

Job summary

Actionstep is seeking a Customer Support Analyst to join our Perth team. You will be the trusted problem-solver for customers, handling inquiries from first contact to resolution and guiding users through solutions via screen-sharing sessions.

You’ll grow your expertise with our knowledge base and collaborating with Customer, Product and Engineering teams. You’ll document issues, share learnings with the wider team, and contribute to a high-quality customer experience.

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.
• Experience working remotely in SaaS/technology; accounting or legal sector is a plus.
• Right to work in Australia and ability to pass checks.

Responsibilities

• Handle customer support enquiries from initial contact to resolution with timely, clear solutions.
• Troubleshoot issues and run screen-sharing sessions to guide customers through solutions.
• Build knowledge through training, research and hands-on problem solving.
• Document customer interactions and resolutions to support the wider team.
• Collaborate with Support, Customer, Product and Engineering to improve the customer experience.

Skills

Customer-facing comms

Problem-solving

Screen-sharing

Cross-team collaboration

Technical aptitude

Tools

CRM systems

Knowledge base tools

Screen-sharing software

Job description

Actionstep is seeking a Customer Support Analyst to join our Perth team. You will be the trusted problem-solver for customers, handling inquiries from first contact to resolution and guiding users through solutions via screen-sharing sessions.

You’ll grow your expertise with our knowledge base and collaborating with Customer, Product and Engineering teams. You’ll document issues, share learnings with the wider team, and contribute to a high-quality customer experience.