Customer Support Specialist

Job Description

As a Customer Support Specialist, you will be the first point of contact for Teamgo customers worldwide. Your role is to ensure that every customer receives fast, professional, and helpful support—no matter their time zone. You’ll handle customer inquiries via live chat, email, and support tickets, working closely with the product and solutions teams to resolve issues, document solutions, and ensure customer success. 

You will also help maintain our online knowledge base, contribute to product documentation, and escalate technical issues when required. This is a dynamic role requiring technical skills, communication excellence, and a customer-first mindset.

Responsibilities

• Provide first-line technical support via Intercom live chat, email, and support ticketing.
• Diagnose and troubleshoot issues related to SaaS software and supported hardware
  (iPads, tablets, kiosks).
• Manage customer support cases through to resolution, ensuring timely follow-up and
  closure.
• Document customer issues and solutions in our knowledge base to assist future users.
  ○ Escalate bugs or product issues to the product team, and follow     up until resolved.
  ○ Support customers across multiple time zones, including some      weekend and out-of-hours coverage.
  ○ Communicate professionally and effectively with customers,         product engineers, and executives.
• Contribute feedback on recurring customer issues and opportunities for product improvement.
• Uphold Teamgo’s standards of professionalism, responsiveness, and technical excellence.

Requirements

• Fluent English (spoken and written) – professional communication is essential.
• Minimum 3 years experience in a customer support / technical support role (preferably in SaaS or IT).
• Proficient with live chat and support tools – strong preference for Intercom experience. 
• Experience with CRM systems (Pipedrive experience is a plus).
• Strong technical background – familiarity with software troubleshooting and basic hardware support.
• Hands-on experience with tablet devices (Apple iPad, Samsung tablets).
• Comfortable with a Mac operating environment (preferred).
• Understanding of SaaS platforms and cloud-based solutions. 
• Professional, well-presented, and reliable.
• Must have secure, modern equipment: 
  ○ Up-to-date computer (Mac preferred) 
  ○ Stable high-speed internet connection 
  ○ Webcam and headset for meetings.
• Flexible to work across different time zones, including weekend monitoring.
• Proactive, mature, and highly responsive to customers.
• Full-time, remote position (45 hours per week).
• Competitive salary (commensurate with experience).
• Fixed hours with focus on global customer coverage.
• Work directly with the product and executive teams of a growing Australian SaaS company. 
• Supportive environment that values professionalism, responsiveness, and continuous improvement.