Software Support & Solutions Specialist (Junior)

Meshed Group; Sydney; On-site; AUD 60,000 - 75,000; Full time

Job summary

Meshed Group is seeking a Junior Software Support Consultant to join the Service Delivery Team in Sydney. You will handle initial support inquiries via phone, email, and Zendesk, categorise tasks, and assign to the appropriate resource. The role emphasizes strong customer service and relationship building with clients.

You will report to the Support Team Leader and Service Delivery Manager while developing knowledge of Meshed Products and adhering to the company SLA for ticket resolution.

Qualifications

• Minimum 1 year experience as a Software Support consultant.
• Austute technical confidence and experience with software development life cycles.
• Motivated, positive team player able to lead but also hands on at an operational level.
• Passion to learn majority of the logic and features of Meshed Products.
• Excellent communication skills, both written and verbal.
• Experience working with customers at all organisation levels.
• Exceptional customer engagement skills and a passion for delighting customers.
• Knowledge of business requirement gathering and documentation for customised software development.
• Comfortable using tools like Zendesk and Jira.

Responsibilities

• Review and triage incoming Zendesk tickets into How-To, Incident/Bug, or Customisation tasks.
• Guide clients on platform usage via verbal steps or links to user guides.
• Follow up on unclear inquiries or escalate to a senior resource.
• Ensure responses within SLA and maintain active assistance levels.
• Log bugs in Jira and verify resolution post fix.
• Manage simple to medium customisation tasks; escalate complex requests.
• Maintain ticket ownership and updates to clients on progress.
• Update Knowledge Base in Confluence/Zendesk and allocate weekly training time.

Skills

Software Support

Technical confidence

Team player

Communication skills

Customer engagement

Requirements gathering

Zendesk experience

Jira experience

SDLC experience

Hands-on IT

Tools

Zendesk

Jira

Job description

Meshed Group is seeking a Junior Software Support Consultant to join the Service Delivery Team in Sydney. You will handle initial support inquiries via phone, email, and Zendesk, categorise tasks, and assign to the appropriate resource. The role emphasizes strong customer service and relationship building with clients.

You will report to the Support Team Leader and Service Delivery Manager while developing knowledge of Meshed Products and adhering to the company SLA for ticket resolution.