SaaS Support Specialist — Remote-First

Novita Hris; Adelaide; On-site; AUD 84,000 - 114,000; Full time

Benefits offered by this job

Onsite onboarding in Adelaide

Public transport friendly offices

Regular team events

Open door policy

Work From Abroad Program (up to 40days

Diversity-focused culture

Job summary

Arsenault is a remote-first company with a globally distributed team. We are hiring a Customer Support Specialist based to Australia or New Zealand to help Arsenault Cloud users succeed across self-service and enterprise accounts.

You will respond to tickets via email or live chat, adhere to SLAs, document issues, and help others by updating knowledge bases. The role emphasizes empathy, clear communication, and collaboration with cross-functional teams in a fast-paced SaaS environment.

Qualifications

• 2+ years of experience in customer-facing roles with phone and email support.
• Fluent English communication, both written and verbal.
• Experience with operating systems (Windows, Mac OS X, Linux, iOS, Android).
• Ability to explain technical concepts to customers with varying technical backgrounds.
• Strong analytical and problem-solving mindset with attention to detail.
• Ability to multitask and learn quickly; collaborative mindset.

Responsibilities

• Be the first point of contact for customers seeking help with technical or account-related queries.
• Troubleshoot technical issues and guide customers toward effective solutions while delivering a positive, empathetic experience.
• Provide technical and accounting support via phone, chat, and ticketing system.
• Identify customer needs and offer tailored solutions to improve business efficiency.
• Troubleshoot basic technical issues using diagnostic tools and available resources.
• Resolve customer issues at first contact where possible, escalating complex cases as needed.
• Contribute to internal documentation and knowledge articles when needed.
• Collaborate closely with teammates, Level 2 Support, Sales and Retention team.

Skills

Customer support experience

English communication

Problem-solving

Analytical mindset

Multitasking

Learning quickly

Tools

Ticketing systems (Jira Service Desk, Zendesk, Salesforce Service Cloud)

Job description

Arsenault is a remote-first company with a globally distributed team. We are hiring a Customer Support Specialist based to Australia or New Zealand to help Arsenault Cloud users succeed across self-service and enterprise accounts.

You will respond to tickets via email or live chat, adhere to SLAs, document issues, and help others by updating knowledge bases. The role emphasizes empathy, clear communication, and collaboration with cross-functional teams in a fast-paced SaaS environment.