Job Overview

Our client is looking for a Hardware & SaaS Technical Support Representative who will manage the day-to-day resolution of inbound support tickets, both client-facing and internal, ensuring a high standard of service delivery and adherence to SLAs. The role sits within the Global Customer Support team and plays a key part ensuring clients and internal stakeholders receive accurate and professional support while helping to identify recurring issues and improve support processes.

Reports To: Global Customer Support Manager

Schedule:

• Monday - Friday, Melbourne, VIC (40 work hours per week)

• Flexibility: This role may require occasional flexibility in working hours to accommodate global support needs across different time zones. While standard working hours will be observed, there may be instances where additional or altered hours are necessary to ensure seamless support and service delivery.

Responsibilities

Helpdesk & Support

• Lodge, triage and manage inbound support tickets — both client-facing and internal — via Zendesk and Asana in line with SLA requirements.
• Coordinate between internal teams (Data, Technical, Client Success) to resolve issues and escalate where necessary.
• Keep clients and stakeholders updated throughout the ticket lifecycle, proactively chasing internal teams for progress where needed.
• Maintain clear and accurate ticket documentation throughout the lifecycle of each issue.
• Manage and control ticket queues to ensure timely resolution within SLA targets.
• Respond to enquiries via web and email, with phone-based support required as needed.
• Keep Zendesk and Asana records current and accurate at all times.
• Contribute to the development and upkeep of helpdesk resources including troubleshooting guides and templates.
• Contribute positively to team culture and cross-functional collaboration.
• Actively participate in team meetings, training and development activities.

Level 1 Device Troubleshooting

• Triage, investigate and resolve client issues relating to hardware (sensors and cameras), data, and platform access.
• Perform first-line troubleshooting and remote resets for connected devices before escalating to the Technical team.
• Guide clients through basic device troubleshooting steps over phone, email or web chat.
• Identify recurring hardware or connectivity issues and flag patterns to the Technical and Data teams.

General Responsibilities

• Maintain superior levels of service standards, to ensure the highest level of client satisfaction.
• Adhere to operational procedures as outlined by the Company, including attendance of meetings, punctuality and execution of leave procedures.
• Interact positively with staff members within and outside of the division to foster a harmonious working environment.
• Ensure all company equipment is used in accordance with Company procedures, and any damage is reported to management.
• Proactively give, receive and act on feedback relating to strengths, development areas and team dynamics.
• Any other relevant duties as directed by management.

Requirements

• 1–3 years experience in a helpdesk, technical support, or customer service role.
• Strong written and verbal communication skills.
• Experience working with helpdesk or ticketing platforms — Zendesk and Asana experience preferred.
• Ability to manage competing priorities and work effectively across time zones in a global team.
• Strong problem-solving skills.
• Comfortable working independently as well as collaborating across teams.
• Able to communicate by phone as well as via web and email channels.
• High attention to detail and ability to maintain accurate records.
• Experience in a SaaS or technology-related environment preferred.

Independent Contractor Perks:

• Health Insurance Coverage for eligible locations
• Permanent work-from-home
• Immediate hiring

Note

Please click the "Apply" button to complete your application, including the assessment questions, technical check, and voice recording. Your hourly pay rate will be established based on your performance in the application process; submissions with all requirements fulfilled will receive priority review.

One application, multiple possibilities:

When you apply, our team reviews your background against all current openings, not just this one! If a different role fits your skills, we'll get in touch! We also encourage you to keep exploring our job board and apply directly to any position that excites you.