Technical/Customer Support Specialist

We're looking for a naturally warm, curious person to be the voice and helping hand our client's customers rely on. You'll own the front line; managing tickets, talking people through problems, and doing what it takes to leave every interaction better than you found it. If you love people, enjoy solving puzzles, and want to keep growing, this role is for you.

What you'll do

• Manage and triage the support ticket queue, ensuring every customer gets a timely, helpful response
• Communicate with customers via email and chat — calmly, clearly, and with genuine care
• Troubleshoot common issues, escalating to technical teams when something needs a deeper look
• Keep records accurate and up to date in JIRA — good notes mean better support for everyone
• Spot patterns in recurring issues and flag them — your observations help us improve the product
• Contribute to help docs and internal knowledge bases so the whole team gets smarter over time

What you'll need

• Some experience in a customer-facing role 
• Comfort with technology — you don't need to be an engineer, but you're not fazed by new tools and systems
• Strong written English — you can write a clear, warm, professional email without much fuss
• Experience with Featurebase and JIRA
• Previous experience in a tech or SaaS environment
• Any experience writing help content, FAQs, or internal documentation

Technical Requirements (Independent Contractor Role)

• Own reliable laptop/desktop (with at least one backup device)
• Noise-cancelling headset (for interviews and meetings)
• Stable internet connection with a backup (minimum 100 Mbps)

On Offer:

• 100% remote work setup
• Work-life balance with Australian business hours; no night shifts
• Competitive compensation paid fortnightly 
• Work as an Independent Contractor

Why join us

This is a role where you'll actually make a difference to real people every day. You'll be supported to grow — whether that means deepening your technical chops, moving into team lead territory, or just becoming the best support specialist, you can be. We take your development seriously.

Three Peaks International is a Sydney based staffing solutions partner which provides local and virtual staffing solutions to Australian businesses through outsourcing, recruitment, and migration. Simply put, we help businesses grow by providing them the staff they need that gets the job done.