Our client is a well-established Australian IT company focused on delivering innovative SaaS solutions, particularly within the healthcare and NDIS (National Disability Insurance Scheme) sector. Their platform helps providers streamline operations, reduce administrative burden, and improve service delivery outcomes. They are dedicated to delivering quality, efficient, and innovative solutions that help customers reduce costs, decrease complexity, and increase productivity.

Role Overview

As a Level 2 Technical Support Specialist, you will act as a vital bridge between Level 1 Support and the Engineering team. You will be part of a structured support team with defined tiers, working closely with L1 support agents, the Team Lead, and Engineering. While collaboration is a core element of the team structure, you must be completely comfortable taking end-to-end ownership of complex issues when needed. This role requires a strong technical mindset that goes beyond standard application support to deep-dive into complex issues before escalation.

Key Responsibilities

Technical Support & Troubleshooting
Provide Level 2 technical support for SaaS applications, ensuring high-quality problem-solving and troubleshooting.
Troubleshoot complex application, integration, and data-related issues.
Conduct basic API troubleshooting, demonstrating a solid understanding of requests and responses.
Perform read/query level SQL and database querying to investigate issues.
Analyze and understand system integrations and data flows to accurately diagnose problems.
Escalation & Documentation
Deep-dive into technical issues and exhaust troubleshooting avenues before escalating to higher tiers.
Clearly document findings, environment details, and replication steps for unresolved issues.
Escalate issues to the Engineering and Implementation teams only when required, providing high-quality context to avoid back-and-forth communication.
Customer Management & Operations
Serve as a customer-facing point of contact, managing stakeholders and their expectations effectively.
Resolve complex or urgent issues directly by engaging with customers through phone or Zoom support when necessary.
Act as a subject-matter expert on the product platform, guiding customers with clear, practical explanations and resolutions.
Manage a daily volume of approximately 15–20 support tickets and chats across Jira, email, and live chat channels.

KPIs & Performance Metrics

Your performance will be measured against strict internal QA guidelines and operational metrics:
SLA Adherence: Maintain a 4-hour response time and a 48-hour resolution time.
Customer Satisfaction (CSAT): Maintain a monthly CSAT score of 4.5 and above.
Resolution Speed: Achieve a 75% or higher resolution rate for tickets closed within 24 business hours.
Ticket Quality: Ensure highly detailed documentation and effective escalations with comprehensive technical context.

What We Are Looking For

Experience & Education

Minimum 5 years of experience in a support desk or technical support role, specifically focusing on Level 2 application or IT product support.
Demonstrated experience working within a SaaS-based environment.
Experience within the healthcare and/or NDIS sectors is highly preferred but not mandatory. Candidates coming from strong SaaS backgrounds in other regulated or compliance-driven environments are highly encouraged to apply.

Technical Skills

Strong technical troubleshooting skills spanning web-based applications, integrations, and complex data issues.
Hands-on proficiency with tools like Jira, Zoom, and O365 applications (MS Teams, Outlook, etc.).
Comfort and familiarity with leveraging AI tools to optimize daily efficiency, communication, and troubleshooting workflows (deep AI development expertise is not required).

Soft Skills & Attributes

Strong attention to detail and an inherently customer-centric mindset.
Excellent communication, stakeholder management skills, and professional phone/chat etiquette.
A proactive, self-driven, "can-do" attitude with the capability to operate independently or harmoniously within a tiered team.

Pay: Php40,000.00 - Php60,000.00 per month

Benefits:

Work from home

Application Question(s):

If identified for the role, how soon can you start?
What is your salary expectations?
This role requires a customer-centric mindset. How do you ensure that customers feel heard and properly supported, particularly when handling a difficult concern or complaint? Please provide a brief example from your experience.

Experience:

SaaS Support: 5 years (Required)

Work Location: Remote

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