Join Arventa as a Technical Support Officer, providing hands‑on technical support for our WHS and Risk Management software. You’ll investigate, troubleshoot and elevate software issues, accurately document defects and technical findings, and work closely with internal teams to support timely resolution. This role is ideal for someone with strong problem‑solving skills who enjoys helping clients and improving our growing SaaS platform.
Key responsibilities
Respond to and resume support tickets within defined SLA timeframes, maintaining strong individual performance standards
Take full ownership of customer issues from initial contact through to final resolution, including proactive coordination of escalated matters
Conduct thorough pre-analysis of all items and document findings for effecive escalation if required
Engage directly with clients via phone for all issues, providing clear, proactive updates throughout the ticket lifecycle
Manage personal ticket backlog effectively to prevent SLA breaches and ensure timely resolution of all assigned cases
Maintain accurate documentation, time reporting,
and compliance with internal quality assurance and performance standards, while contributing to continuous improvement initiatives
About you
Minimum 3 years in application or technical support, preferably in a B2B SaaS environment
Experienced using platforms like Zendesk, Zoho or similar to manage triage and support tickets
Able to translate complex technical concepts into easy, understandable explanations both in writing and over the phone
Troubleshooting, asking the right questions, and getting to the root of an issue
A genuine interest in technology and a strong, logical problem-solving approach
Supply copies of all educational qualifications
About us
At Arventa, we’re helping businesses create safer, smarter workplaces with our WHS software. Currently supporting 3000 Australian businesses, we’re a leading provider of Risk Management Software at the forefront of innovation in the industry.