Full Time
Onsite Canberra
About the Role
This role is designed to take ownership of first line triage, ticket assessment, and initial problem investigation, ensuring incoming client requests are directed to the right place quickly and accurately. You will work closely with the Client Service Managers to free up their time by handling traditional support tasks, logging and assessing tickets, identifying defects, reproducing issues, and coordinating with the development team where needed. The environment is supportive, with strong guidance provided early on, and the role offers clear pathways to grow into Client Service Manager, delivery, or configuration responsibilities over time.
Key Responsibilities
- Act as the first point of contact for incoming support tickets (typically fewer than 10 per day).
- Log, triage, and assess issues, enhancements, PAS premium changes, and general support queries.
- Determine whether a ticket is a support question, configuration request, or a potential defect in the core product.
- Reproduce issues, gather relevant information, and communicate clearly with clients and internal teams.
- Escalate high severity incidents promptly and appropriately.
- Ensure tickets are routed to the correct team member based on workload and expertise.
- Contribute to continuous improvement of support processes as the team matures.
- Maintain strong communication with CSMs, developers, and leadership.
- Strong communication skills and a confident, client friendly manner.
- Natural problem solving ability and a willingness to ask questions rather than assume.
- A proactive attitude, curiosity, and a desire to learn the product and grow with the team.
- Ability to work in an environment that is still building structure, someone who doesn’t need rigid processes to succeed.
- Some experience in support, triage, or customer facing technical roles is beneficial, but we are open to different levels of experience.
- Australian Citizenship preferred (no clearance required).
Work Environment
- Onsite in Canberra – 5 days per week(flexible arrangements available when needed).
- No dedicated parking, but ample public parking nearby.
- Supportive team environment with strong onboarding and guidance.
We are an inclusive employer committed to fostering a diverse and accessible workplace. We encourage applications from Aboriginal and Torres Strait Islander peoples, people with disabilities, LGBTQIA+ individuals, people of all ages, and those from culturally and linguistically diverse backgrounds.
