Support Centre Agent

About us

aXcelerate is a leading SaaS provider, with our Student and Learning Management System powering millions of learners' course and competency records nationwide. As an industry leader, we're on an exciting growth journey, transforming the way training providers and employers manage and support their learners.

Recognised as a Great Place to Work for three years running, we have a culture where people feel valued and supported to thrive. With ambitious growth plans and countless opportunities to develop your career, there's never been a better time to join our team and help us shape the future of education technology.

The opportunity

As a Customer Support Agent you will provide first line technical support to our customers as part of our Support Centre based in our brand new Toowong office.

We have multiple opportunities to join our talented team, whilst the role will be located in Brisbane, you will have the ability to work remotely up to 2 days per week (upon successful training is completed).

Responsibilities

• Technical Support: Provide technical support via calls, chats, and a ticketing system—answering questions about our software.
• Customer Inquiries: Manage and resolve customer inquiries, escalating issues when needed to ensure prompt resolution.
• Service Standards: Complete tasks within service standards, meeting our defined response & resolution targets.
• Zendesk Logging: Log every interaction—record customer issues, escalations, and actions in Zendesk (our Service Management System).
• Client Communication: Deliver high-quality customer service—professional communication with a helpful, positive attitude.
• Customer Relationships: Build strong customer relationship – go the extra mile to enhance user satisfaction and retention.
• Product Knowledge: Develop deep product knowledge of the aXcelerate system to support customers confidently.
• Cross‑Functional Support: Support cross-functional teams by identifying customer pain points and sharing insights that drive improvement.

About you

• Passion for customer service: Motivated to work in an exciting SaaS space with a genuine love for customer service.
• Fast‑learner: Able to master software systems and support workflows quickly.
• Communication: Strong interpersonal, verbal, and written skills—clear and professional in all channels.
• Problem‑solving: Able to escalate when needed and resolve issues promptly.
• Support‑experience: Previous customer support experience (ideally in a SaaS, call centre, or fast-paced environment).
• Team‑player: Willing to support colleagues and contribute to a positive, cooperative team vibe.
• Ability to multitask: Skilled at juggling multiple inquiries and prioritizing tasks effectively.
• Time‑management: Excellent at staying organized and responsive under pressure.

What we offer

• Remuneration package of $62,000 per annum plus superannuation.
• A central location, close to public transport, cafes and shops, with free on-site parking available.
• A vibrant, supportive and team-oriented culture, with regular team activities and social events.
• Opportunities for flexible and hybrid working.
• A focus on professional development and learning, with access to our LMS, external and internal training opportunities and your own personal annual PD budget
• Access for you and your family to an Employee Assistance Program and resources.
• Cashback offers and discounts on popular brands through our Employment Hero app.
• Opportunities for career development with well defined career pathways across the business.
• Proud members of Women in Technology with access to networking events, professional development opportunities and resources.

How to apply

Please submit an up-to-date resume which outlines your suitability for the role.

We're looking for individuals who resonate with our values – H.E.A.R.T.: Honesty, Empathy, Acceptance, Respect, and Trust, whilst also bringing a unique perspective to their work.

We are committed to promoting diversity in the workplace and encourage people from all backgrounds to apply.

If you require any reasonable adjustments during the application process, please let us know by emailing

aXcelerate acknowledges the Traditional Owners of the land where we work, live and learn and we pay our respects to Elders past, present and emerging. We celebrate the stories, culture and traditions of Aboriginal and Torres Strait Islander Elders of all communities who also work and live on this land. We are committed to fostering learning and development in the communities that we serve.