AU Customer Service Representative (Tier-1 Support) | ZR_886_JOB
Work set-up:
Full Remote
Experience:
Entry-level / graduate
Offer summary
Qualifications:
Minimum 1 year experience in support, customer service, or virtual assistant roles., Excellent written English skills, clear, helpful, and professional communication., Experience with support tools like Helpscout, Zendesk, or Freshdesk., Ability to work independently and in a team, detail-oriented and process-driven..Key responsibilities:
- Respond to Tier-1 support queries via chat and email using Helpscout.
- Monitor live chat and handle customer queries promptly during business hours.
- Escalate complex issues to senior staff when necessary.
- Support onboarding workflows, update knowledge base articles, and assist in maintaining customer satisfaction.
Job description
This is a remote position.
AU Customer Service Representative (Tier-1 Support) - Remote
Background
- Are you someone who enjoys helping people solve problems and loves the satisfaction of a clear, well-written message? This is your chance to support real users, real-time, for one of PeoplePartners’ standout clients in the education technology space.
About the Role
- You’ll be the first friendly face (well, inbox!) our client’s customers meet. From login issues to system questions, you’ll guide users, update resources, and make onboarding smooth—all while working from the comfort of your home.
Your Key Responsibilities:
- Respond to Tier-1 support queries via Helpscout (chat + email).
- Monitor live chat and handle queries swiftly during business hours.
- Escalate complex issues to senior staff (when needed, not always!).
- Format meeting notes and prep summaries for client calls.
- Support onboarding workflows and customer notifications.
- Help maintain and update knowledge base articles.
- Proactively check systems and raise any client issues you find.
Requirements
About YOU
- At least 1 year in a support, customer service, or VA role.
- Written English is your superpower—clear, helpful, and professional.
- Experience with support tools like Helpscout, Zendesk, or Freshdesk.
- Happy working independently (but love being part of a team).
- Detail-oriented and process-driven.
About YOUR Work History
- You've worked remotely or in a client-facing role
- You’ve juggled multiple tasks and stayed calm doing it
- You've supported digital platforms or EdTech tools (bonus!)
About the Culture YOU Thrive In
- You don’t shy away from feedback and love to grow.
- Casual, kind, and collaborative is your vibe.
- You appreciate autonomy but check in when needed.
- You believe in meaningful work—and having fun doing it.
Key Responsibilities YOU Can’t Wait to Do
- Help people get unstuck.
- Keep things organized and running smoothly.
- Be the calm voice (or chat bubble) in a busy inbox.
How YOU Will Be Measured
- Fast responses (within 30 mins).
- Smart escalations (less than 10% over-escalated).
- Positive internal feedback from your leads.
- 100% accurate tagging and tracking in Helpscout.
When & Where YOU Will Work
- Day-shift (AEST) ; Monday to Friday.
- Fully remote (or drop into our Eastwood office if you like).
- Strong internet and comfort with video meetings required.
Love helping others and ready to grow with us? Apply now and bring your support game to a team that values clarity, kindness, and great tech.
Benefits
- Permanent Work-from-home setup
- Company-provided equipment
- Secondary Wi-Fi Modem
- 21 Leave Credits Annually - Leave benefits begin on Day 1.
- 100% conversion of UNUSED leave credits
- HMO on Day 1
- 13th Month Pay
- Grab Voucher every month
- Birthday Gift
- Loyalty Gift
- Christmas Gift
- Work-Life Balance
- Active employee engagements physically such as Christmas Party & Team Building, and virtual events such as town-hall with prizes.
Required profile
Experience
Level of experience: Entry-level / graduate
Spoken language(s):
English
Check out the description to know which languages are mandatory. Other Skills
- Customer Service
- Problem Solving
- Detail Oriented
- Time Management
- Teamwork