Customer Support Specialist

About the role

As a Customer Support Specialist, you will be the first point of contact for company customers worldwide, providing fast, professional, and helpful support across time zones.

Key responsibilities

• Provide first‑line technical support via Intercom live chat, email, and support tickets.
• 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 some weekend and out‑of‑hours coverage.

Required profile

• Fluent English (spoken and written) with professional communication.
• Minimum 3 years experience in customer or technical support, preferably SaaS or IT.
• Professional, well‑presented, reliable and proactive.
• Flexible to work across different time zones, including weekend monitoring.

Required skills

• Experience with Intercom live chat.
• Experience with CRM systems (Pipedrive a plus).
• Strong technical background in software troubleshooting and basic hardware support.
• Hands‑on experience with tablet devices (Apple iPad, Samsung tablets).
• Comfortable with a Mac operating environment.

What we offer

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