Customer Support Specialist

About the role

As a Customer Support Specialist you will be the first point of contact for Teamgo customers worldwide, providing fast, professional and helpful assistance across time zones. You will work closely with product and solutions teams to resolve issues, document solutions and ensure customer success.

Key responsibilities

• Provide first‑line technical support via Intercom live chat, email and ticketing systems.
• Diagnose and troubleshoot SaaS software issues and supported hardware such as iPads, tablets and kiosks.
• Manage support cases through to resolution, ensuring timely follow‑up and closure.
• Document customer issues and solutions in the knowledge base.
• Escalate bugs or product issues to the product team and follow up until resolved.
• Support customers across multiple time zones, including occasional weekend coverage.
• Communicate professionally with customers, product engineers and executives.

Required profile

• Fluent English (spoken and written) with professional communication skills.
• Minimum 3 years experience in customer or technical support, preferably in SaaS or IT.
• Reliable modern equipment: up‑to‑date computer (Mac preferred), high‑speed internet, webcam and headset.
• Flexible to work across different time zones and occasional weekend monitoring.

Required skills

• Intercom live‑chat and support ticketing tools.
• CRM experience, preferably Pipedrive.
• Mac OS environment.
• Hands‑on experience with Apple iPad and Samsung tablets.
• Understanding of SaaS platforms and cloud‑based solutions.
• Software troubleshooting and basic hardware support.

What we offer

• Competitive salary commensurate with experience.
• Full‑time remote position (45 hours per week) with fixed global coverage hours.
• Opportunity to work directly with product and executive teams of a growing Australian SaaS company.
• Supportive environment that values professionalism, responsiveness and continuous improvement.