Technical Support Analyst

Summary

Join a fast-growing Australian technology company as a Technical Support Analyst, providing B2B support for a high-tech telematics platform. You will respond to client inquiries via various channels, diagnose and troubleshoot issues, and provide onboarding assistance. Collaboration with internal teams and escalation of critical issues are key responsibilities. The role requires strong communication and troubleshooting skills, along with experience in technical support. A permanent work-from-home setup is offered, along with benefits such as HMO, annual leave, and a Christmas bonus.

Requirements

• 2+ years’ experience in technical or customer support, ideally in a tech, telco, or automotive environment
• Strong English communication skills – written and spoken (professional and confident tone)
• Client-facing experience, preferably in a B2B or enterprise support role
• Familiarity with service desk/ticketing tools (e.g., Freshdesk)
• Strong troubleshooting skills and problem-solving mindset
• Ability to collaborate across teams and handle multiple tasks

Responsibilities

• Respond to client support enquiries (hardware/software) via Freshdesk tickets, email, and phone
• Diagnose and troubleshoot issues using cloud-based platforms and internal tools
• Provide onboarding assistance and training for customers
• Collaborate with internal teams: engineering, installation, QC, operations
• Escalate unresolved or critical issues to the Head of Operations
• Document solutions and contribute to the internal knowledge base
• Participate in a rotating after-hours support roster
• Identify recurring issues and assist with process improvements

Preferred Qualifications

• Experience or interest in automotive electronics, IoT, or telematics is a bonus
• Experience working remotely with Australian clients is preferred

Benefits

• Permanent work-from-home set-up
• Dayshift (Australian business hours)
• Full-time job
• HMO
• Annual leave
• Christmas Bonus equivalent to 1 month's wage (pro-rata)