Technical Support

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

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 its flagship platform WHS 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:

• 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)
  

Prior to commencement successful candidates will be required to:

• Undergo a pre-employment National Police Check.
  
• Supply copies of all educational qualifications
  

Benefits

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
  
• Regular professional development
  
• A strong emphasis on work/life balance including weekly and monthly office social activities
  

OUR TEAM & 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.