Job Description
Support Tickets – Manage high volumes of tickets, resolve complex issues, escalate when needed and meet SLA requirements while maintaining accuracy under pressure.
Technical Training & Competency – Maintain knowledge of web development concepts including APIs, webhooks and authentication, develop experience with CRM systems, particularly GoHighLevel.
Support Resources & Process Improvement – Identify opportunities to improve processes, create knowledge base articles and videos and coordinate support-related data tasks.
Interdepartmental Liaison – Build relationships with CSMs, Development, Product, Onboarding and Sales teams validate technical requirements and ensure stakeholders receive accurate information.
Stripe Support – Troubleshoot payment processing, billing concerns, and verification issues; escalate unresolved issues and maintain communication throughout resolution.
Qualifications & Requirements
Experience in technical support or Tier 2 support role, preferably in SaaS or software environments.
Strong troubleshooting, analytical, and problem-solving abilities.
Familiarity with APIs, webhooks, and basic web-development concepts.
Excellent written and verbal communication skills with ability to simplify complex technical issues.
Strong organizational skills with ability to manage multiple tasks in a fast-paced environment.
Experience with Stripe or other payment processors is a plus.
Ability to collaborate effectively across multiple departments.
Basic experience with CRM platforms (particularly GoHighLevel) is highly advantageous.
This role can be based in Sydney or Singapore
If based in Sydney the hours of work at 12pm - 9pm Monday to Friday
Technical Training & Competency – Maintain knowledge of web development concepts including APIs, webhooks and authentication, develop experience with CRM systems, particularly GoHighLevel.
Support Resources & Process Improvement – Identify opportunities to improve processes, create knowledge base articles and videos and coordinate support-related data tasks.
Interdepartmental Liaison – Build relationships with CSMs, Development, Product, Onboarding and Sales teams validate technical requirements and ensure stakeholders receive accurate information.
Stripe Support – Troubleshoot payment processing, billing concerns, and verification issues; escalate unresolved issues and maintain communication throughout resolution.
Qualifications & Requirements
Experience in technical support or Tier 2 support role, preferably in SaaS or software environments.
Strong troubleshooting, analytical, and problem-solving abilities.
Familiarity with APIs, webhooks, and basic web-development concepts.
Excellent written and verbal communication skills with ability to simplify complex technical issues.
Strong organizational skills with ability to manage multiple tasks in a fast-paced environment.
Experience with Stripe or other payment processors is a plus.
Ability to collaborate effectively across multiple departments.
Basic experience with CRM platforms (particularly GoHighLevel) is highly advantageous.
This role can be based in Sydney or Singapore
If based in Sydney the hours of work at 12pm - 9pm Monday to Friday
💡 Quick Summary
Seeking a career-building opportunity? The Technical Support Agent position is now open for candidates interested in the Technician Jobs sector. This role in Sydney offers a professional environment and growth potential.
Requirement Snapshot: Candidates should possess basic communication skills, a proactive attitude, and the ability to work in a team. Experience in Technician Jobs is a plus.