Technical Support

Arventa Pty Ltd; Canberra; On-site; AUD 60,000 - 75,000; Full time

Benefits offered by this job

Supportive culture

Growth opportunities

Work-life balance activities

Job summary

Arventa Pty Ltd in Canberra is expanding its customer support team. The role focuses on solving customer issues across email, chat and phone, and improving self-service resources.

You will work with product and engineering to report issues, maintain knowledge bases, and ensure timely responses within SLA targets. A background in SaaS support and strong problem solving is valued.

Qualifications

• Sound technical knowledge and problem solving skills.
• Exposure to technical support processes, SLA tracking, and knowledge bases.
• 3+ years experience in a similar implementation or support role.
• Experience with SaaS products is desirable.
• Experience training users in SaaS products is desirable.

Responsibilities

• Troubleshoot and resolve customer issues across email, chat, and phone.
• Manage and prioritise responses to support tickets and escalate critical issues.
• Create and maintain knowledge base articles, FAQs and internal documentation.
• Collaborate with product and engineering teams to report issues and test features.

Skills

Problem solving

Client engagement

Ticketing systems familiarity

Tools

Ticketing systems

Job description

Canberra, Australia | Posted on 17/06/2025

Arventa is a leading provider of powerful risk management cloud based systems. Our cutting edge solutions provide organisations , regardless of type, size, or corporate infrastructure complexity, the power to monitor and manage the performance of their compliance.

Job Description

Who we are:

Arventa was founded in 1996 and supports more than 3,000 Australian customers with our innovative compliance and risk management solutions via itsflagship platformWHS Monitor - www.whsmonitor.com.au .

As a result of our extensive growth, we are currently expanding our team.

What we're looking for

• Problem solving skills - someone who is adept at analysing situations and providing effective solutions.
• Client engagement skills - someone proficient in building and maintaining strong relationships.
• Familiarity with Support Processes - someone who understands ticketing systems, SLA's and knowledge databases

Key Responsibilities

• 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.

Requirements

What you will need to succeed

• Sound technical knowledge/skills
• Exposure to technical support processes
• Demonstrated experience in a similar environment working to deadlinesUnderstanding 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)

Prior to commencement successful candidates will be required to:

• Supply copies of all educational qualifications

PERKS

• We pride ourselves in upholding a respectful and supportive environment; if there's something you need to get your work done, we'll get it for you
• Growth opportunities
• A strong emphasis on work/life balance including weekly and monthly office social activities

OURTEAM& CULTURE

We're customer focused:Everything we do, we do to make things better for our customers. We innovate and continuously improve. Better products. Better service. More Value.

We're here to win:We lead in a market that never stops moving. We have the courage to commit, to make tough decisions and when we need to we turn on a dime.

We love this stuff:We hire smart, fun, talented people who want to make a difference.

We've got each other's backs:We value honesty, appreciate diversity and insist on respect. We're here for each other. Every day. We win as a team with a shared spirit of optimism.

We're owners and we act like it:We take initiative, act with urgency and are accountable for results. We're all engaged.

Integrity is non-negotiable:Our customers, suppliers, partners, stakeholders, communities and competitors can all trust us to do the right thing. No exceptions.

This is a great opportunity to join a leading provider of Risk Management Software and be at the forefront of innovation in the industry.

The key to your success will be your ability to build strong relationships at all levels, combined with a high degree of self-motivation, commitment and initiative.

This is a fulltime, in the office role

Note that only short-listed candidates will be contacted.