Product Support Analyst

Location: Sydney, NSW, Australia

Team:Product

Reports to:Associate Product Manager

About Us

ChandlerCX is a customer experience–focused SaaS and consulting provider, delivering enterprise-grade solutions and strategic expertise to transform cross-channel customer communications. Our CX Platform, combined with tailored consulting services, powers large-scale, mission-critical communications and digital experiences for leading financial services, local government, and enterprise organisations. As we expand globally, we're building a talented team to evolve our platform, deliver innovative solutions, and create measurable impact for our clients.

About the Role

We're seeking a Product Support Analyst to play a central role in the day-to-day management of our support desk. This role is well suited to someone early in their career who is keen to build expertise in enterprise SaaS support, client success, and operational excellence.

You will be heavily customer facing, ensuring that all support requests are triaged, tracked, and resolved promptly. You'll also be responsible for maintaining the health of the support desk operation, providing visibility to internal teams, and ensuring client expectations are consistently met.

This position is key to keeping ChandlerCX's platform and services running smoothly for our customers.

Primary Responsibilities

• Ticket Triage & Resolution

• Serve as the first line of support for customer enquiries via email, phone, and support portal where necessary.

• Accurately categorise, prioritise, and assign support tickets.
• Troubleshoot and resolve low to medium complexity issues independently.

• Support Desk Monitoring & Reporting

• Monitor the support desk queue to ensure SLAs and response times are met.

• Track open tickets, following up with internal teams to maintain momentum on escalations.
• Produce daily/weekly support desk status updates for management and key stakeholders.

• Customer Communication

• Maintain clear, professional, and timely communication with customers throughout the support lifecycle.

• Provide updates on progress, expected resolution times, and next steps.
• Ensure customers feel supported, informed, and confident in ChandlerCX's responsiveness.

• System Health & Incident Response

• Proactively monitor system dashboards for availability, performance, and error alerts.

• Log and escalate incidents to appropriate teams (Operations, Delivery, Product).
• Document incident details and customer impact for post-incident review.

• Knowledge Base & Documentation

• Capture solutions, FAQs, and troubleshooting guides to continuously improve self-service resources.

• Maintain accurate records of ticket resolutions to improve future response efficiency.

Secondary Responsibilities (Broader Contribution & Growth)

• Product Feedback & Continuous Improvement

• Collaborate with the Product Analyst to document recurring issues, feature requests, and customer pain points.

• Participate in feedback sessions to help shape the product roadmap.

• Onboarding Support

• Assist with onboarding new customers by supporting demonstrations, training sessions, and provisioning tasks.

• Ensure clients are comfortable using the support desk tools and processes.

• Cross-Team Collaboration

• Partner with Operations, Delivery, and Growth teams to escalate and resolve product or service issues.

• Provide input into process improvements that enhance client experience.

• Metrics & Analysis

• Contribute to monthly reporting on support metrics, trends, and recurring issues.

• Assist with identifying opportunities to improve response times, reduce ticket volume, and enhance service quality.

About You

• Bachelor's Degree in Commerce, IT or a related field, OR relevant experience.
• Curious about coding and technology, but hands-on coding skills are not required.
• Effective communicator, both written and verbal, able to simplify complex information for varied audiences.
• Strong problem-solving skills and a proactive, customer-focused mindset.
• Ability to quickly learn and understand SaaS applications and managed service environments.
• Basic understanding of APIs, databases, or system integrations is desirable.

Why Join Us?

• Play a meaningful role in shaping and communicating the future of our digital products as we expand our reach beyond Australia into the UK and USA.
• Work with a supportive Product team that values growth, curiosity, and collaborative learning.
• Build skills in product management and technical support.
• Flexible workplace arrangements and performance incentives.