Resolve customer issues efficiently via phone, Zendesk tickets and occasional Microsoft Teams calls
Deliver the kind of responsive, thoughtful support our customers have come to expect
Build strong relationships with both current and prospective clients through every interaction
Troubleshoot software issues across user behaviour, configuration errors, API-related problems and potential bugs
Diagnose, document and escalate issues to the Development Team with clarity and precision
Collaborate with developers on bug investigations and fixes
Create, update and refine internal and external knowledge base articles
Assist with data imports and formatting as part of new client onboarding
Bring customer insights and improvement ideas to our weekly continuous improvement meetings
Work alongside Sales and Development where support and product knowledge intersect
Help shape product improvements by identifying recurring customer patterns and feedback

Experience with Zendesk or similar helpdesk/ticketing platforms
Strong working knowledge of Excel
formatting, imports, data manipulation
Understanding of transport, maintenance or compliance (NHVR) processes (highly desirable)
Basic familiarity with APIs, webhooks or system integrations (desirable)
A background in support, customer service or call-handling
Experience with fleet, transport, workshop, dealership or compliance systems (highly desirable)
Prior SaaS or application support experience (desirable)
Clear, effective communicator in writing and on the phone
Team-first mindset with a collaborative, approachable attitude
Reliable, consistent and process-driven
Able to work autonomously and manage competing priorities
A logical thinker who digs into root causes rather than settling for surface-level fixes
High School Certificate required
Tertiary qualification in IT, Information Systems, Business or a related field (preferred but not essential)

Customer Support Officer

Key skills