Technical Support Representative

2 days ago

Canberra, ACT, Australia Total Shape Full time US$12,000 - US$15,600 per year
The Role:

Company: Total Shape

Location: Remote (Work from Home)

Salary: $1,000 – $1,300 USD per month (depending on experience)

Position Overview:

We're looking for a dedicated Technical Support Representative (Non-Voice) to assist customers via chat, email, and support tickets. The ideal candidate is tech-savvy, patient, and committed to resolving issues efficiently while maintaining a positive tone and accurate communication.

Responsibilities:

  • Respond to customer inquiries via email and chat in a professional, timely manner
  • Troubleshoot and resolve technical issues related to website access, subscriptions, and user accounts
  • Guide users through processes step-by-step with clear instructions
  • Escalate unresolved issues to the appropriate internal teams
  • Maintain accurate records of support interactions
  • Contribute to the development of help center articles and internal documentation

Why Join Total Shape?

  • Fully remote role with flexible scheduling
  • Competitive monthly compensation
  • Supportive and collaborative remote team
  • Opportunities for advancement and skills development

*** Due to the large volume of applications we receive, we will only reply to those we deem qualified for the positions applied for.

We will not reply to messages sent to our social media accounts about job applications -- all communications from us will only be sent via email.

If you don't receive a message, please feel free to reapply after 6 months to another opening suitable for you in our company. ***

Ideal Profile:

Requirements:

  • Excellent written English with a friendly, professional tone
  • Previous experience in technical support or customer service (non-voice preferred)
  • Strong problem-solving skills and attention to detail
  • Ability to handle multiple conversations and prioritize effectively
  • Familiarity with tools such as Zendesk, Intercom, or Freshdesk is a plus
  • Comfortable using and explaining web-based platforms and basic troubleshooting steps
What's on Offer?
  • Work alongside & learn from best in class talent
  • Flexible working options
  • Opportunity to make a positive impact

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