Validis

Role Description We’re looking for an experienced Customer Support Representative to join our Australian team on a fully remote basis, working in the AEST time zone. This is a client-facing, technically engaged role at the heart of our customer support function. You’ll work closely with our UK and US teams to ensure our Australian clients receive consistent, high-quality support — and that their end-users are set up for success from day one. You’ll play a key role in onboarding new clients, resolving technical issues, and contributing to the continuous improvement of our support processes. This is a role for someone who is proactive, commercially aware, and genuinely invested in getting things right for the customer. Key responsibilities of the Customer Support Rep: - Client Support - Act as the primary point of contact for Australian clients, handling support queries across phone, email, and Zendesk. - Manage a queue of support requests, keeping clients informed at every stage and resolving issues within agreed SLAs. - Triage and escalate technical issues to second-line support via Jira, with clear documentation and context. - Troubleshoot bugs and product issues, working collaboratively with engineering and product teams to reach resolution. - Client Onboarding & Training - Deliver end-client onboarding sessions to help clients and their end-users successfully connect and share data. - Support clients through their initial setup, proactively resolving blockers that could delay their first successful data share. - Deliver training to clients on product features, best practices, and self-service tools. - Contribute to onboarding playbooks and process improvements as the function scales. - Documentation & Reporting - Maintain and improve knowledge base content, FAQs, and help documentation to ensure accuracy and coverage of common issues. - Contribute to the development of AI-assisted onboarding tools by identifying recurring queries and gaps in self-service content. - Maintain internal environments, keeping installed software current with recent releases. - Maintain accurate records of all support interactions in Zendesk. - Contribute to SLA and CSAT reporting, helping to surface trends and flag risks. - Support ad hoc product testing and quality assurance as required. - Assist with internal reporting to support operational visibility. Qualifications - 1-3 years in a customer support, technical support or client-facing role (SaaS or Fintech desirable). - Experience supporting clients through onboarding or implementation processes. - Familiarity with accounting software (e.g. Xero, MYOB, QuickBooks) or financial data is a significant advantage. - Strong problem-solving skills in technical environments. You can diagnose issues methodically and explain them clearly. - Excellent written and verbal communication, with a client-first approach. - Good understanding of data privacy principles and experience working with regulated or sensitive data. - Highly organised, with the ability to manage multiple open cases and competing priorities without dropping the ball. - Proactive and self-motivated. Requirements - Essential - Zendesk or equivalent ticketing software. - Jira or equivalent issue-tracking tool. - Microsoft Office suite, with a strong working knowledge of Excel. - Desirable - SQL Server — ability to run basic queries to support troubleshooting. - Experience with Microsoft ClickOnce or similar deployment tools. - Exposure to AI-assisted support tools or chatbot platforms.