Customer Support Specialist

splose

. Act as the first point of contact for customers, primarily through chat, in line with defined SLAs .

Posted 10/9/2026full-timeAdelaide • AustraliaJuniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates strong customer support capabilities with a focus on high-volume interactions, technical troubleshooting, and effective communication. Proficient in managing billing and subscription inquiries while adhering to SLAs and enhancing customer satisfaction.

Highest-signal resume keywords

Customer Support ExperienceHigh Volume Interaction ManagementTechnical TroubleshootingClear Communication SkillsSLA Adherence

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Billing SupportSubscription ManagementData HandlingProblem SolvingFirst-Level Technical Support

Soft Skills

Attention to DetailOrganizational SkillsResilienceAdaptabilityCustomer-Centric Approach

Tools & Technologies

IntercomSlackJiraConfluence

Industry Keywords

SaaSAllied Health Market

About the role

Key responsibilities & impact

Act as the first point of contact for customers, primarily through chat, in line with defined SLAs
Manage high-volume general support, billing, and subscription enquiries
Provide first-level technical and account support, troubleshoot issues, and escalate complex cases
Coordinate data imports for small businesses, including collecting required information, validating data, and ensuring smooth execution
Develop and maintain strong product knowledge to support customers and guide best-practice platform usage
Communicate timelines, outcomes, and platform capabilities clearly and professionally
Apply structured problem solving and triage to determine appropriate resolutions
Contribute to SLA adherence, resolution-time, and customer-satisfaction metrics
Identify recurring issues, customer pain points, and process inefficiencies, providing feedback to Product, Engineering, and Customer Success teams
Collaborate with internal teams to resolve issues, improve workflows, and enhance customer experience
Support management and resolution of critical issues, including system incidents and high-impact cases
Improve support processes, documentation, and internal workflows
Participate in team huddles and reviews to share insights and align priorities

Requirements

What you’ll need

Minimum of 1 year's experience in a customer support, service, or operations role within a SaaS or technology environment
Demonstrated experience managing high volume customer interactions, such as chat or ticket-based support, while meeting SLAs and maintaining quality
Experience handling billing, subscription, or payment-related enquiries
Exposure to troubleshooting basic technical issues and providing first-level support, with the ability to identify when escalation is required
Ability to work independently in a fast-paced environment while contributing effectively within a collaborative team
Clear and professional communication skills, including explaining solutions, managing expectations, and handling sensitive conversations
High attention to detail and organisational skills
Solutions-focused mindset with the ability to assess issues quickly, think critically, and deliver practical, timely resolutions
Resilience and adaptability in a fast-paced, dynamic environment
Customer-centric approach
Good to have: experience coordinating operational tasks such as data handling, imports, or process-driven workflows
Good to have: experience using Intercom, Slack, Jira, or Confluence
Good to have: understanding of the Allied Health market
Legally authorized to work in Australia

Benefits

Comp & perks

Hybrid working environment, allowing employees to work from home up to 2 days a week
Inclusive environment with support and adjustments available during the recruitment process