Job Overview

Our client is looking for a proactive and adaptable Technical Support Specialist to support their growing network of franchisees. In this role, you’ll be the first point of contact for technical issues across web and mobile platforms, helping users troubleshoot problems and ensuring a smooth day-to-day experience. You’ll work closely with a development partner agency, who will provide training on systems, tools, and workflows. 

Schedule

• Monday - Friday, 2:00 AM - 11:00 AM Sydney Time, with 1 hour unpaid break (40 work hours per week)

Responsibilities

• Manage and respond to incoming support requests from franchisees
• Diagnose and troubleshoot issues across web and mobile applications
• Identify root causes of problems and guide users to effective solutions
• Work with third-party platforms such as MINDBODY and GoHighLevel to resolve issues
• Document issues, resolutions, and processes clearly within the ticketing system
• Communicate technical concepts in simple, user-friendly language
• Escalate complex issues to the development team when required
• Collaborate with internal teams and external development partners
• Contribute to improving support processes and documentation

Requirements

• Experience with ticketing/support systems (e.g., Zendesk, Jira, ServiceNow, Freshdesk)
• Strong troubleshooting and diagnostic skills — able to isolate root causes from symptoms
• Excellent written and verbal communication skills
• Ability to explain technical issues clearly to non-technical users
• Patient, empathetic approach when dealing with frustrated or stressed customers
• Good judgment on when to escalate vs. continue investigating
• Comfortable working across multiple systems and learning new tools quickly
• A proactive, “all-rounder” mindset with a willingness to learn and grow

Qualifications

• Experience supporting SaaS products or digital platforms (Preferred)
• Familiarity with CRM or booking systems such as MINDBODY or GoHighLevel (Preferred)
• Basic understanding of web/app technologies including APIs, browsers, and mobile apps (Preferred)

Why Join Us?

• Work closely with a supportive development partner and receive hands-on training
• Opportunity to grow your technical skills across multiple platforms
• Be part of a fast-growing business supporting franchise partners
• Make a real impact on user experience and operational efficiency

Independent Contractor Perks

• Permanent work from home
• Immediate hiring
• Health Insurance Coverage for eligible locations

Note

Please click the "Apply" button to complete your application, including the assessment questions, technical check, and voice recording. Your hourly pay rate will be established based on your performance in the application process; submissions with all requirements fulfilled will receive priority review.