Information Technology Support Specialist

Partale; Sydney; On-site; AUD 65,000 - 85,000; Full time

Job summary

Partale Talent is partnering with a SaaS technology business to recruit an IT Support Specialist for their customer- and product-facing team. You will be the first point of contact for customers, helping resolve software issues and guiding users through the platform with a strong focus on service excellence.

The role involves collaborating with Development, Product, and Customer Success teams, building knowledge base articles, and supporting onboarding activities including data imports and

Qualifications

• Experience in customer support or helpdesk environments.
• Strong Excel data formatting and manipulation skills.
• Excellent written and verbal communication abilities.
• Ability to investigate issues methodically and find root causes.

Responsibilities

• Respond to customer enquiries via phone, ticketing systems, and online meetings.
• Troubleshoot software issues, configuration challenges, and system behaviours.
• Investigate, document, and elevate issues to the Development Team as needed.
• Create and maintain knowledge base articles and support documentation.
• Assist with client onboarding, including data imports and formatting.

Skills

Customer support

Technical support

Excel

Communication

SaaS experience

APIs

Webhooks

Integrations

Tools

APIs

Webhooks

Integrations

Job description

Partale Talent is proud to be partnering with a SaaS technology business that develops innovative fleet maintenance, compliance, and asset management software used by organisations across multiple international markets. This business is an innovative software provider offering solutions for businesses managing on‑road, off‑road, fixed, and mobile assets.

Our client has built a strong reputation by delivering exceptional customer service, helping businesses streamline compliance, improve operational efficiency, and reduce administrative burden. Due to continued growth, they are seeking an IT Support Specialist to join their collaborative and customer-focused team.

About the Opportunity

This is a hands‑on customer and technical support role where you'll be the first point of contact for customers requiring assistance with the platform. Working within a highly regarded support team, you'll assist users in resolving software issues, troubleshooting technical queries, collaborating with developers and ensuring customers receive a consistently high standard of service.

This opportunity is ideally suited to someone who enjoys problem‑solving, has strong communication skills, and thrives in a customer‑centric environment.

Please note our client is based in Campbelltown.

Key Responsibilities

Customer Support

Respond to customer enquiries via phone, ticketing systems, and online meetings.

Deliver timely, professional, and solutions‑focused customer support.

Build strong relationships with customers and provide an exceptional user experience.

Manage and prioritise support requests through the ticketing system.

Technical Support

Troubleshoot software issues, configuration challenges, system behaviours, and potential bugs.

Investigate, document, and elevate technical issues to the Development Team where required.

Assist with issue resolution and testing alongside developers.

Create and maintain knowledge base articles and support documentation.

Support client onboarding activities, including data imports and formatting.

Work closely with Development, Product, and Customer Success teams.

Contribute ideas and feedback to improve customer experience and product functionality.

Identify recurring issues and help drive process improvements.

Participate in team discussions focused on continuous improvement and service excellence.

About You

To be successful in this role, you'll bring a combination of customer service expertise, technical aptitude and a genuine desire to help customers succeed.

Experience & Skills

Previous experience in a Customer Support, Helpdesk or Technical Support position.

Strong Excel skills, including data formatting and manipulation.

Excellent written and verbal communication skills.

Ability to investigate issues methodically and identify root causes.

Strong organisational skills with the ability to manage competing priorities.

Highly Regarded Experience

Exposure to fleet management, transport, logistics, workshop, dealership, maintenance, or compliance environments.

SaaS or software application support experience.

Knowledge of APIs, webhooks, system integrations, or related technologies.

Understanding of transport compliance or maintenance processes.

Personal Attributes

Customer-focused and solutions-oriented.

Collaborative team player.

Reliable, organised, and process-driven.

Comfortable working independently and taking ownership of outcomes.

Naturally curious with a proactive approach to problem‑solving.

What's on Offer?

Join a growing and highly successful technology business.

Work with a supportive and collaborative team.

Exposure to innovative software products and customers across multiple industries.

Genuine opportunity to contribute to product and service improvements.

Stable, long‑term career opportunity with a business experiencing continued growth.