Role Description This is a part-time remote role for a Technical Support Specialist / IT Support Specialist. The specialist will respond to user support requests, diagnose technical issues, and provide timely resolutions for Training Lab’s cloud-based software and related systems. Daily tasks include troubleshooting software and connectivity problems, guiding users through solution steps, documenting incidents, and escalating complex issues to senior technical teams when needed.

The role involves collaborating with internal stakeholders to improve support processes, updating knowledge base articles, and contributing feedback on product usability and performance. The specialist will also assist with basic system configuration, user account management, and routine maintenance tasks to ensure reliable platform operation for clients.

Qualifications

Strong technical support and troubleshooting skills for software, systems, and user environments.





Solid understanding of information technology concepts, including cloud-based applications and basic networking.

Effective communication skills for explaining technical issues clearly to non-technical users.

Hands-on experience working with software platforms, user account administration, and issue tracking tools.

Relevant experience in help desk, IT support, or customer support roles in a SaaS or training/education setting preferred.

Ability to work independently in a remote setting, manage multiple tickets, and prioritize tasks effectively.

Strong problem-solving mindset, attention to detail, and commitment to delivering a positive user experience.

Associate or bachelor’s degree in Information Technology, Computer Science, or a related field is beneficial; equivalent practical experience is also valued.

📌 Technical Support Specialist / IT Support Specialist (Australia)
🏢 Training Lab
📍 Australia