Senior Tier 3 Customer Support Agent - SaaS Helpdesk

Join our dynamic Fastmail team as a Senior Tier 3 Customer Support Agent in our Melbourne office, where you will become an integral part of a dedicated team of specialists focusing on customer engagement and satisfaction.In this role, you will provide expert guidance and solutions to our customers, addressing technical challenges with precision and care. Your day-to-day responsibilities will involve crafting insightful responses that address complex queries, whether it’s troubleshooting an intricate IMAP setup or explaining our premium features. Every interaction is an opportunity to make our customers feel valued and understood.Fastmail: Pioneering Email SolutionsSince 1999, Fastmail has been at the forefront of independent email services, proudly headquartered in Melbourne, Australia, and serving a diverse global clientele. Our mission is to enhance the email experience for our users by delivering a premium service that they are eager to support. We are committed to improving email standards and technology while championing open-source initiatives and advocacy efforts.To fulfill our mission, we rely on a passionate team that prioritizes customer service, product enhancement, and industry innovation.Our Core ValuesAt Fastmail, our principles guide our actions:We are responsible digital citizens — advocating for open protocols and fostering positive relationships in technology.We drive innovation — leading our industry by developing and refining standards and technologies.We pursue knowledge — maintaining a curious mindset to deeply understand our systems.We encourage collaboration — achieving consensus through open dialogue and teamwork.Your RoleAs a Senior Tier 3 Support Agent, you will tackle the most challenging technical issues. Your key responsibilities include:Resolving intricate technical escalations while delivering outstanding customer service across various channels such as email and social media.Applying advanced troubleshooting skills, conducting root cause analyses, interpreting logs, and demonstrating extensive product knowledge.Exercising sound judgment in managing sensitive situations independently.Mentoring Tier 1 and Tier 2 support agents, enhancing their technical and customer service competencies.Safeguarding customer security and privacy by identifying suspicious activities, preventing abuse, and enforcing verification protocols.Creating and updating high-quality documentation including help articles, internal manuals, and technical reports for engineering teams.Collaborating with our global team (in the US and India) via Slack, email, and daily Zoom meetings, with flexibility for time zone variations.

ABOUT USAt Indie Campers, we are revolutionizing the campervan rental experience, making road trips accessible to everyone. Our digital-first approach and commitment to customer satisfaction have established us as a leader in the marketplace, offering a seamless booking experience alongside high-quality road trips at competitive prices.Having facilitated over one million nights of rentals for more than 300,000 travelers from 169 countries, we provide an ever-expanding range of road trip options, including short-term RV rentals, long-term camper subscriptions, and the opportunity to purchase our vehicles.Driven by a strong technological focus, we face exciting challenges that require exceptional talent and dedication. Join our growing team and embark on this journey with us!

ABOUT USAt Indie Campers, we are committed to making road trips accessible for everyone. Our innovative digital platform and customer-first approach have established us as a leading campervan marketplace, providing exceptional booking experiences and high-quality, affordable road trips.Having facilitated over one million nights of rentals across our travel platform, we proudly serve more than 300,000 travelers from 169 countries. Our extensive offerings include short-term RV rentals, long-term campervan subscriptions, and options to purchase our vehicles.With a focus on leveraging advanced technology, we embrace exciting challenges that demand top talent and dedication. Join us on our journey as we expand our team and continue to evolve in this dynamic environment.

Join MYOB as the Director of Customer Success and Support, where you will lead our customer-centric initiatives and support teams to enhance client satisfaction and drive retention. You will be responsible for establishing strategies that ensure exceptional service delivery and foster strong customer relationships.

Accor Hotels is seeking a Reservations Agent in Melbourne to support guests with booking inquiries and deliver attentive service. This position serves as the first point of contact for guests, handling reservations and answering questions with care. Role overview This role centers on assisting guests throughout the reservation process. Clear communication and a welcoming attitude are essential, as each interaction shapes the guest experience from the very beginning. What you will do Respond to booking inquiries promptly and accurately Assist guests with reservations and provide information about hotel services Maintain a high standard of customer service in every interaction What we are looking for Strong attention to detail Genuine interest in hospitality Ability to create positive and memorable experiences for guests

At Objective Corporation Limited, we are dedicated to developing software that makes a meaningful impact. With a talented team of over 400 professionals and five innovative development labs located across Australia, New Zealand, the USA, and the UK, we are recognized as a leading provider of SaaS solutions tailored for the government sector.We are in search of a dynamic and experienced Senior Customer Success Manager (CSM) to join our Melbourne team. In this pivotal role, you will be responsible for driving customer success and fostering long-term value by serving as a strategic partner between our clients and Objective. Reporting directly to the VP of Customer Success, you will play a crucial role in balancing customer advocacy with commercial objectives, enhancing relationships at all organizational levels, and guiding customers through their journey of adoption, expansion, and retention.This position is specifically based in Melbourne, and the successful candidate is required to reside here. If you are interested in making a difference and contributing to our success, we encourage you to apply today!

Join the vibrant team at Minor International as a Guest Service Agent in Melbourne! We are dedicated to providing exceptional experiences to our guests and ensuring their comfort and satisfaction. As a Guest Service Agent, you will be the first point of contact for our guests, responsible for creating a welcoming atmosphere, managing reservations, and addressing any inquiries or concerns. This role requires a friendly demeanor, excellent communication skills, and a passion for hospitality.

Join our dynamic team as a Guest Service Agent at Minor International, where your passion for customer service will create unforgettable experiences for our guests. In this role, you will be the first point of contact for visitors, ensuring they receive exceptional service and assistance during their stay. You will handle inquiries, manage reservations, and resolve issues promptly and professionally.

We are looking for a dynamic and detail-oriented Purchasing Agent to join our team. In this role, you will be responsible for sourcing, negotiating, and purchasing high-quality goods and services for our organization. You will work closely with various departments to ensure that procurement aligns with their needs while maintaining budgetary constraints.

Our MissionAt Datacom, we partner with organizations and communities throughout Australia and New Zealand to positively impact lives and empower organizations to harness technology for innovation and growth.Role OverviewAs a Service Desk Agent, you will be the initial point of contact for our clients, tackling a variety of customer issues each day. Your responsibilities will include actively solving problems or appropriately escalating them. You will be part of our Managed Services team, delivering high-quality support through phone calls, emails, and alert monitoring. By adhering to ITIL processes, you will identify, troubleshoot, and resolve incidents and service requests efficiently.Datacom is dedicated to fostering, retaining, and advancing diverse talent. We are committed to helping you develop your existing skills while also providing opportunities to acquire new ones.If you possess a qualification in IT and are eager to kick-start your career in the industry, we offer a supportive environment for you to learn the foundational aspects of our Service Desk team. All we require from you is your passion and enthusiasm!Your career at Datacom, much like technology, presents limitless possibilities. Interested in fields like Cyber Security, Cloud, Network, or Database Engineering? Our Service Desk Agent role serves as a gateway to your IT career!If you seek meaningful work with real career advancement opportunities, training, and development, we encourage you to apply!Working Hours The Service Desk operates from Monday to Sunday, 6 am to 8:30 pm. To qualify for a Full-Time position, you must be available to work during these hours on a rotating schedule.Benefits Endless opportunities for long-term growth in IT with Australasia's largest professional IT services company! Options for virtual interviews. A top-tier rewards and recognition program, including awards and corporate retail discounts. Paid Parental Leave. Employee referral program - refer a friend after joining and earn $1000! What You Will BringWe are looking for individuals who want to be part of a team committed to achieving the best outcomes for our customers while developing the skills and knowledge that form the foundation of an IT career.Our ideal candidates will be: Self-motivated individuals eager to jumpstart their careers in technology. Team players with excellent interpersonal skills, as you will be interacting with both clients and technology. Customer-focused professionals who take pride in delivering exceptional service. Effective problem-solvers who thrive on challenges.

Join Block, Inc. as a Senior Lead in our Australia Escalations Support team, where you will be at the forefront of resolving complex customer issues related to our Square and Afterpay products. You will lead a dynamic team, implement innovative support strategies, and ensure high levels of customer satisfaction. Your expertise will guide our operational improvements and enhance our service delivery.

Role overview Accor Hotels is hiring a Guest Service Agent for its Melbourne Airport location. This front-line position greets guests on arrival and manages check-in, setting the tone for their stay. A friendly approach and careful attention to detail help create a smooth and welcoming experience. What you will do Serve as the first point of contact for guests at the hotel Deliver a warm welcome and assist with check-in procedures Support a positive guest experience throughout their stay What we look for Enthusiasm for customer service Positive attitude and strong attention to detail Commitment to making each guest’s experience memorable

Accor Hotels in Melbourne seeks a Guest Experience Agent to join the front office team. This role is the first point of contact for guests, setting the tone for a welcoming and memorable stay from the moment they arrive. Key responsibilities Welcome guests upon arrival, assisting with check-in and check-out processes Answer questions and provide details about hotel amenities and local attractions Address guest concerns or issues promptly and with professionalism Collaborate with colleagues to ensure smooth and consistent service What we’re looking for Clear communication and strong interpersonal skills A focus on delivering excellent customer service Problem-solving ability and composure in busy situations Experience in hospitality or customer-facing roles is helpful

Are you passionate about delivering exceptional customer service? Join myNRMA as a Rental Sales Agent at Melbourne Airport. In this dynamic role, you will engage with customers, assist them in choosing the right rental solutions, and ensure a seamless experience during their journey.This is an exciting opportunity for those looking to kick-start their career in the customer service industry. You'll receive training and support to develop your skills while working in a vibrant airport environment.

About the Role Minor International is hiring a Night Guest Service Agent for its Melbourne location. This position plays a key part in the overnight guest experience, handling front desk operations and providing support throughout the night. Main Responsibilities Manage guest check-ins and check-outs during night hours Respond to guest inquiries and resolve issues promptly Deliver attentive, friendly service to ensure a comfortable stay Uphold the hotel’s quality standards with every interaction Who We’re Looking For Strong customer service skills Genuine interest in hospitality Comfortable working overnight shifts Enjoys a busy, guest-focused setting If you want to help guests feel welcome and valued, we invite you to apply for this night shift role in Melbourne.

About Eziway Eziway is a Melbourne-based software company focused on salary packaging solutions. The team builds technology that helps employers and employees get the most from their remuneration, aiming to simplify complex HR and payroll tasks. Eziway’s products turn traditionally tedious processes into streamlined, user-friendly experiences for organizations and their staff. As part of the Fluent Software Group within Valsoft Corporation, Eziway combines the reach of a global enterprise with the entrepreneurial mindset that shapes its product development. The company is now expanding its use of artificial intelligence to improve both customer service and internal operations. Every team member at Eziway has the chance to make a real impact from day one, working alongside colleagues dedicated to scaling innovative solutions. About Fluent Software Group Fluent Software Group belongs to Valsoft Corporation, which acquires and grows vertical market software businesses worldwide. Fluent supports software firms through operational expertise, cross-portfolio collaboration, and a focus on long-term growth. Role Overview: AI Agent Builder This is a greenfield role at Eziway. The AI Agent Builder will design and implement AI agents that reshape workflows across the business, from customer support to research and development and beyond. The position covers the full lifecycle of these initiatives: ideation, construction, deployment, and ongoing improvement. The AI Agent Builder will work closely with Chris and Tudor (Managing Partners at Fluent Software Group) and James (CEO of Eziway), providing direct access to senior leadership and influence over key decisions. This is a hands-on position for someone who wants to deliver real AI systems, not just theoretical models. Key Responsibilities Design and deploy AI agents for Eziway’s main business areas, beginning with customer support and R&D, then expanding to other teams and functions. Develop an intelligent customer support agent to manage and resolve inbound inquiries, improving response times and reducing manual effort. Create R&D acceleration agents that speed up research, synthesize data, and generate insights more quickly. Build a scalable agent framework that any team at Eziway can adapt for their needs. Lead integration of voice and conversational AI technologies to enhance the customer experience.

At Objective, we develop innovative software solutions that significantly impact the public sector. With a dedicated team of over 400 professionals and five development labs across Australia, New Zealand, the USA, and the UK, Objective is a recognized leader in SaaS solutions for government organizations.We are seeking a dynamic and experienced Manager, Customer Success – Information Intelligence to spearhead the growth and evolution of our Customer Success department. This player-coach leadership role is perfect for individuals who excel at creating high-performing teams while maintaining close relationships with customers to drive impactful results.Reporting directly to the VP of Sales & Customer Success, you will guide the Customer Success team to consistently deliver exceptional value throughout the customer lifecycle. Your role will focus on enhancing customer adoption, retention, and expansion while establishing strong operational frameworks, governance, and measurable outcomes at scale.This position is based in Melbourne, and candidates must reside here. If you're passionate about making a difference and ready to take on this exciting challenge, we encourage you to apply right away and join our team!

Join Nitro Software Inc., a leading global SaaS provider specializing in seamless digital document workflows. Our innovative solutions encompass PDF management, eSigning, identity verification, and analytics, all backed by an exceptional customer success and change management team. With over 3 million licensed users and more than 13,000 business customers spanning 157 countries, we proudly serve 67% of the Fortune 500.At Nitro, we foster an empowering environment that promotes collaboration, innovation, and engagement among our talented team members. Guided by five core principles, we cultivate a culture where every individual is encouraged to contribute their best:One Team, One Mission - Together, we are dedicated to Nitro's mission, creating an environment where everyone feels valued.Own It - We take full ownership of our actions, empowering each other to lead with creativity and a solutions-oriented mindset.Accountable to Our Customers - Our commitment to our customers is paramount; we deliver on our promises.Excellence in Execution - Passion and precision drive us to achieve top-quality results.Be Bold, Fail Fast, Learn Faster - We embrace learning and iteration as key components of growth.As a Customer Account Executive, you will play a critical role in our retention and expansion team, acting as a trusted advisor for our clients in Australia and India. Your responsibilities will include executing sales strategies, engaging with existing customers, uncovering their needs, and recommending the appropriate Nitro solutions to meet those needs. This position offers an exciting opportunity for an experienced SaaS Sales Professional to join our rapidly growing global sales organization.Your Impact:Utilize our value proposition to position Nitro customers at the forefront of digital transformation.Develop strong relationships with clients, ensuring their success and identifying opportunities for revenue growth.

Join Databricks as a Senior Manager of Customer Enablement for the Asia-Pacific and Japan (APJ) region. In this pivotal role, you will lead initiatives to empower our customers, ensuring they realize the full value of our platform. Your strategic vision and leadership will help guide teams in delivering exceptional customer experiences and drive customer success.

Role Overview & ImpactJoin our dynamic team as a Customer Experience Specialist - Accounting, where you'll serve as a vital brand ambassador. Your mission is to deliver exceptional support and expert guidance to small business owners, bookkeepers, and accountants, helping them fully leverage the benefits of Xero. As a trusted business advisor, you will consistently provide high levels of customer satisfaction across all contact channels, skillfully solving problems and demonstrating how Xero adds value to their operations.You will engage in proactive outreach and reactive support, assisting both new and experienced users in maximizing their experience with Xero. This involves clear communication of outcomes, participation in proactive outreach campaigns, and utilizing your resources to offer empathetic and comprehensive solutions. Your resilience, adaptability, and passion for problem-solving will be key in this fast-paced environment.The Team & CollaborationOur Customer Experience team is dedicated to delivering top-notch support, aiming to become trusted advisors to our customers. Collaborating effectively across all departments at Xero, the team focuses on swiftly resolving customer inquiries through various channels.Current Focus AreasGuiding customers through accounting fundamentals while addressing support queries.Adapting to the evolving landscape of our Customer Experience strategy and the products we support.Leveraging tools and technologies, including Generative AI and case management applications like Salesforce, to enhance customer experiences.Striving for and achieving key performance metrics related to productivity, quality, and customer outcomes such as retention and utilization.Work ArrangementsThis position operates on a hybrid work model, requiring three days in the office, with Wednesday as a mandatory in-office day. You will have the flexibility to work from home for the remaining two days. Please note that the initial training period will require full attendance in the office for five days a week.