Tech Support Specialist - Troubleshoot & Knowledge Base

Bytewize Consulting; Canberra; In loco; AUD 60.000 - 90.000; Tempo pieno

Vantaggi offerti da questo lavoro

Growth opportunities

Regular professional development

Work-life balance and social events

Descrizione del lavoro

Bytewize Consulting is seeking a capable tech support specialist to join our Canberra team. You will troubleshoot and resolve customer issues across email, chat and phone, manage support tickets and contribute to knowledge bases.

This is a full-time, in-office role with opportunities for growth and professional development. You'll need strong communication, solid technical understanding, and experience with SaaS products.

Competenze

• 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
• Experience with SaaS products (desirable)
• Experience training users in SaaS products (desirable)

Mansioni

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

Conoscenze

Communication

Technical knowledge

Support processes

Deadline-driven

SaaS experience

SaaS training

Descrizione del lavoro

Bytewize Consulting is seeking a capable tech support specialist to join our Canberra team. You will troubleshoot and resolve customer issues across email, chat and phone, manage support tickets and contribute to knowledge bases.

This is a full-time, in-office role with opportunities for growth and professional development. You'll need strong communication, solid technical understanding, and experience with SaaS products.