Support Officer

About the role

The Support Officer will be the first point of contact for users of our SaaS applications, delivering telephone and email assistance while maintaining accurate records in our ticketing and CRM systems. This full‑time position offers training and the chance to grow within a stable, 30‑year‑old business.

Key responsibilities

• Answer inbound calls and email enquiries promptly, providing accurate information and escalating complex issues.
• Log, categorise, prioritise and resolve tickets in the help‑desk system, ensuring SLA compliance.
• Maintain and update customer records in the CRM, generate basic reports and assist with data clean‑up.
• Provide general administrative support such as purchase order processing, document preparation and coordination of team activities.

Required profile

• High‑level proficiency in English, both spoken and written.
• Proven experience in a customer service, call‑centre or help‑desk environment.
• Ability to manage competing priorities, stay calm under pressure and communicate clearly.

Required skills

• Familiarity with ticketing systems (e.g., Zendesk, ServiceNow).
• Experience using CRM platforms (e.g., Salesforce, HubSpot).

What we offer

• Competitive salary between $70,000 and $90,000 AUD per year.
• Comprehensive training and ongoing support.
• Opportunities to contribute to other business areas and develop your career.