Technical Support Specialist

15 hours ago

Melbourne, Victoria, Australia SprintSuite Full time $60,000 - $90,000 per year

About SprintSuite 

SprintSuite is an ERP platform purpose-built for mining and engineering contractors. We simplify complex project management, scheduling, and compliance by connecting field teams and head office in one system. We're growing fast and looking for someone who's passionate about solving problems and improving customer experiences. 

About the Role 

We're looking for a Tech Support Specialist to join our Customer Success team. This role is hands-on, focused on resolving client support requests quickly, identifying recurring issues, and improving our technical support processes. You'll collaborate with Product Managers, Customer Success Managers, and Developers to ensure our clients get fast, accurate, and proactive support.

What You'll Do

  • Manage inbound support tickets through the helpdesk system, accurately diagnose and resolve technical issues in a timely manner.

  • Deliver support to users of varying technical proficiency, ensuring explanations are clear, solutions are accessible, and customers feel valued throughout the process.

  • Engage directly with clients via video or phone calls to provide hands-on troubleshooting and guided solutions for advanced technical challenges.

  • Document, reproduce, and report software bugs, collaborating closely with the Product and Engineering teams to track fixes and verify resolutions.

  • Analyse support trends and incident data to identify recurring technical issues, improve platform stability, and reduce incoming ticket volume.

  • Maintain and continuously improve the Knowledge Base and in-app self-service tools to empower customers and streamline support efficiency.

  • Design, track, and report on key KPIs such as response time, resolution rate, customer satisfaction, and first contact resolution.

  • Evaluate and implement AI-enhanced support tools to automate responses and streamline workflows without compromising customer experience.

  • Collaborate with Customer Success and Implementation teams to ensure seamless client handovers, proactive communication, and strong long-term relationships.

What We're Looking For

  • 2+ years in technical support, SaaS, or software implementation

  • Outstanding communication skills for troubleshooting via online meetings, phone calls or emails

  • Excellent problem-solving skills with a customer-first mindset

  • Experience with HubSpot, Intercom, or similar support platforms

  • Basic understanding of APIs, integrations, and troubleshooting web apps

  • Strong communication and documentation skills

What We Offer

  • Hybrid role: 3 days in our Melbourne CBD office, 2 days work-from-home

  • A purpose-driven diverse team building software that makes a real-world impact

  • Growth opportunities, professional development, and future leadership pathways

  • Work within a high-growth SaaS company with a collaborative culture

  • Competitive salary based on experience

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