SaaS Technical Support Specialist

Arventa; Canberra; On-site; AUD 65,000 - 90,000; Full time

Benefits offered by this job

Growth opportunities

Regular professional development

Weekly office social activities

Respectful and supportive environment

Job summary

Arventa is expanding its team in Canberra and seeks a customer-facing support professional with strong problem-solving and technical skills. You will troubleshoot issues across channels, manage tickets, and contribute to knowledge bases while collaborating with product and engineering teams.

A background in SaaS and customer training is desirable. This is a full-time in-office role based in Canberra, Australia, with opportunities for growth and ongoing professional development.

Qualifications

• Effective communication skills.
• Sound technical knowledge/skills.
• Exposure to technical support processes.
• Demonstrated experience in a similar environment working to deadlines.
• Understanding of technical support principles and practices.
• 3+ years experience in similar implementation role.
• Experience with SaaS products (desirable).
• Experience training users in SaaS products (desirable).

Responsibilities

• Troubleshoot and resolve customer issues across email, chat, and phone.
• Manage and prioritise responses to support tickets, escalating critical issues as needed.
• Create and maintain knowledge base articles, FAQs, and internal docs for self-service.
• Collaborate with product and engineering teams to report issues and test new features.

Skills

Problem solving

Client engagement

Support processes

Communication skills

Technical knowledge

Job description

Arventa is expanding its team in Canberra and seeks a customer-facing support professional with strong problem-solving and technical skills. You will troubleshoot issues across channels, manage tickets, and contribute to knowledge bases while collaborating with product and engineering teams.

A background in SaaS and customer training is desirable. This is a full-time in-office role based in Canberra, Australia, with opportunities for growth and ongoing professional development.