SaaS Customer Support Specialist – Non-Voice

Jtccs Careers; Sydney; Remote; AUD 15,000 - 19,000; Full time

Job summary

Jtccs Careers is seeking a SaaS Customer Support Specialist – Non-Voice for a fully remote, full-time role. You will handle email, live chat, and support tickets, assisting customers with software features and account settings, troubleshooting basic issues, and coordinating with internal teams as needed.

Ideal candidates have at least 1 year in customer service or SaaS support, strong written English, and the ability to work independently from a remote setting.

Qualifications

• Minimum 1 year of experience in customer service or SaaS support.
• Experience with SaaS platforms or web apps is a plus.
• Strong written English communication and organization skills.

Responsibilities

• Respond to customer inquiries through email, live chat, and tickets.
• Assist customers with software features, account settings, and basic troubleshooting.
• Investigate issues and provide clear, actionable solutions.
• Guide customers through software processes and features.
• Provide easy-to-understand written instructions.
• Escalate technical concerns to internal teams when necessary.
• Follow up on unresolved tickets and maintain accurate records.

Skills

Written English

Customer service

Problem solving

Remote work

Multi-tasking

Tools

CRM systems

Ticketing systems

Google Workspace

Microsoft Office

Job description

SaaS Customer Support Specialist – Non-Voice

Job Title: SaaS Customer Support Specialist – Non-Voice

Job Type: Full-time

Industry: Technology / SaaS

Work Setup: Fully Remote

Salary: AUD $1,300 – $1,700 per month

About the Client

Our client is a growing technology company based in Sydney, New South Wales, Australia, providing software solutions that help businesses streamline their daily operations, improve workflows, and manage their business more efficiently.

As the company continues to grow, they are seeking a reliable and customer-focused SaaS Customer Support Specialist to assist customers, resolve product-related concerns, and provide a smooth support experience through digital communication channels.

Role Overview

This is a fully remote, full-time, non-voice role for a SaaS Customer Support Specialist who will assist customers through email, live chat, and support ticketing platforms.

The successful candidate will be responsible for answering product-related questions, assisting customers with software features and account concerns, troubleshooting basic issues, and coordinating with internal technical teams when necessary.

The ideal candidate is tech-savvy, patient, detail-oriented, and able to explain software-related information clearly to customers.

Key Responsibilities

• Respond to customer inquiries through email, live chat, and support ticketing systems
• Assist customers with software features, account settings, and basic troubleshooting
• Investigate reported issues and provide clear and accurate solutions
• Guide customers through software processes and features
• Provide easy-to-understand written instructions and explanations
• Escalate technical concerns to the appropriate internal team when necessary
• Follow up on unresolved customer concerns and support tickets
• Maintain accurate records of customer interactions and reported issues
• Monitor support tickets and ensure timely responses
• Identify recurring customer concerns and provide feedback to the product or technical team
• Assist in updating FAQs, knowledge bases, and support documentation
• Follow established customer support procedures and service standards
• Maintain a professional, helpful, and customer-focused communication style

Candidate Requirements

• Minimum 1 year of experience in customer service, technical support, SaaS support, helpdesk, or a similar role
• Experience working with SaaS platforms, web applications, or online software is an advantage
• Strong written English communication and comprehension skills
• Comfortable navigating software, web applications, and online tools
• Basic troubleshooting and problem-solving skills
• Experience with helpdesk, CRM, ticketing, or customer support platforms is an advantage
• Ability to explain technical information clearly to non-technical customers
• Proficiency in Google Workspace, Microsoft Office, and similar productivity tools
• Excellent attention to detail and organizational skills
• Ability to manage multiple customer concerns and prioritize tasks effectively
• Ability to work independently in a remote environment
• Willingness to work according to Australian business hours