Customer Support Analyst

2 days ago


Adelaide, Australia Gracewell Group Full time

Key Responsibilities

- Provide responsive, high-quality support to B2B clients through Zendesk, email, and video calls.
- Investigate and resolve product-related issues, including app behaviours, integrations, and data inconsistencies.
- Translate technical problems into simple, clear solutions for users with varying levels of technical understanding.
- Collaborate with Product, Engineering, and QA teams to escalate bugs and share customer feedback.
- Maintain and improve support workflows, including ticket tagging, macros, and knowledge base articles.
- Support onboarding and configuration processes in partnership with Customer Success.
- Contribute to incident response and help manage client communications when major issues arise.
- Proactively suggest improvements to documentation, tools, and internal support processes.

What We9re Looking For

- 2–4 years' experience in a SaaS support or customer service role
- Hands-on experience using Zendesk (or similar platforms) to manage support queues.
- Strong problem-solving skills, with a basic understanding of web apps, APIs, and data formats like JSON or SQL.
- Clear, empathetic communicator who can explain technical topics to non-technical audiences.
- A team player with a growth mindset and a passion for helping customers succeed.

Nice to Have

- Exposure to martech platforms, content systems, or workflow automation tools.
- Experience supporting enterprise clients or assisting with onboarding and integrations.
- Basic scripting or SQL knowledge.

Please note

Only shortlisted candidates will be contacted.

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