SaaS Technical Support Specialist Level 2/3

Arventa; Canberra; On-site; AUD 65,000 - 85,000; Full time

Job summary

Arventa is seeking a Technical Support Officer to provide hands-on support for our WHS and Risk Management software. You will investigate, troubleshoot and document defects, and coordinate with internal teams to resolve issues within SLA.

You will communicate with clients by phone and email, translate technical concepts into clear explanations, and maintain thorough ticket records while contributing to continuous improvement of our SaaS platform.

Qualifications

• Minimum 3 years in application or technical support, preferably in a B2B SaaS environment.
• Experience using Zendesk, Zoho or similar to manage triage and support tickets.
• Ability to explain complex technical concepts clearly in writing and over the phone.
• Strong troubleshooting and root-cause analysis skills.
• Genuine interest in technology and a strong, logical problem-solving approach.
• Provide copies of all educational qualifications.

Responsibilities

• Respond to and resolve support tickets within defined SLA timeframes, maintaining strong individual performance standards
• Take full ownership of customer issues from initial contact through to final resolution, including proactive coordination of escalated matters
• Conduct thorough pre-analysis of all items and document findings for effecive escalation if required
• Engage directly with clients via phone for all issues, providing clear, proactive updates throughout the ticket lifecycle
• Manage personal ticket backlog effectively to prevent SLA breaches and ensure timely resolution of all assigned cases
• Maintain accurate documentation, time reporting, and compliance with internal quality assurance and performance standards, while contributing to continuous improvement initiatives

Skills

Troubleshooting

Technical communication

Customer support

Problem solving

Tools

Zendesk

Zoho

Job description

Arventa is seeking a Technical Support Officer to provide hands-on support for our WHS and Risk Management software. You will investigate, troubleshoot and document defects, and coordinate with internal teams to resolve issues within SLA.

You will communicate with clients by phone and email, translate technical concepts into clear explanations, and maintain thorough ticket records while contributing to continuous improvement of our SaaS platform.