[Hiring] Customer Support Representative @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.