Job description
We are seeking an experienced Application Support Specialist (Level 2) to join a growing Australian technology business delivering cloud-based software to organisations nationwide. This role is ideal for someone who enjoys solving problems, supporting customers, and helping users get real value from technology.
You’ll work closely with customers to support onboarding, resolve technical issues, and ensure ongoing success with a modern B2B SaaS platform. This is a hands-on, customer-facing role within a collaborative, fast-paced team.
Key Responsibilities
Applicants new to DFP may be asked to provide additional information including work rights status via a survey link – if requested, we ask that you provide this information in order to expedite your application.
DFP welcomes applications from Aboriginal and Torres Strait Islander people, people with diverse cultural and linguistic backgrounds and people with disability. In addition, DFP will provide reasonable adjustments for individuals with disability throughout the recruitment process. If you identify as a person with disability and require adjustments to the application, recruitment, selection and/or assessment process, please advise via adjustments@dfp.com.au or 1300 337 000 and indicate your preferred method of communication (email, phone, text) so we can keep in touch and meet your accessibility needs.
By clicking 'apply', you give consent that DFP may use your personal information to process your job application and to contact you for future employment opportunities. For further information on how DFP process your personal information please review the DFP Information Collection and Privacy Policy via https://www.dfp.com.au/about-us-1/policies. Do not submit any sensitive personal information in your resume.
You’ll work closely with customers to support onboarding, resolve technical issues, and ensure ongoing success with a modern B2B SaaS platform. This is a hands-on, customer-facing role within a collaborative, fast-paced team.
Key Responsibilities
- Support customers via phone, email and chat, providing timely, empathetic and technically sound assistance
- Guide new customers through system setup and onboarding to drive confident adoption
- Manage support tickets end-to-end, from initial triage through to resolution
- Diagnose and troubleshoot application issues using logical problem-solving approaches
- Create and maintain knowledge base articles, user guides and support documentation
- Proactively engage with customers to ensure they are achieving value from the platform
- Capture customer feedback and work with internal teams to support continuous improvement
- De-escalate complex or challenging issues with a calm, solutions-focused approach
- Minimum 3 years’ experience in application or technical support within a B2B SaaS environment
- Experience using support or CRM platforms such as Zendesk, HubSpot, Zoho or Salesforce
- Strong ability to explain technical concepts clearly to non-technical users
- Confident troubleshooting and asking the right questions to identify root causes
- Customer-focused, proactive and highly organised
- Comfortable working full-time in an office-based role
- Supportive, respectful team culture
- Ongoing professional development and growth opportunities
- Strong focus on work/life balance and team connection
- Modern office environment with convenient transport access
- National Police Check
- Verification of relevant qualifications
Applicants new to DFP may be asked to provide additional information including work rights status via a survey link – if requested, we ask that you provide this information in order to expedite your application.
DFP welcomes applications from Aboriginal and Torres Strait Islander people, people with diverse cultural and linguistic backgrounds and people with disability. In addition, DFP will provide reasonable adjustments for individuals with disability throughout the recruitment process. If you identify as a person with disability and require adjustments to the application, recruitment, selection and/or assessment process, please advise via adjustments@dfp.com.au or 1300 337 000 and indicate your preferred method of communication (email, phone, text) so we can keep in touch and meet your accessibility needs.
By clicking 'apply', you give consent that DFP may use your personal information to process your job application and to contact you for future employment opportunities. For further information on how DFP process your personal information please review the DFP Information Collection and Privacy Policy via https://www.dfp.com.au/about-us-1/policies. Do not submit any sensitive personal information in your resume.
