About the role
transIT Connect is an Australian transport management SaaS platform. We are looking for a Product Support Analyst who can become a strong internal product expert and support customer onboarding, user training, support tickets, data preparation and knowledge base updates.
This role will support the Australian customer-facing team and work closely with product, QA and development. You will learn the transIT Connect platform deeply and help customers and internal teams use it properly.
This is a good role for someone with SaaS support, product support, customer onboarding, technical support or B2B application support experience.
Responsibilities
- Learn the transIT Connect product in detail across web and mobile workflows
- Handle support tickets, user queries and product questions
- Assist with customer onboarding tasks and go-live preparation
- Prepare and clean customer data for import
- Support demo environment setup and sample data preparation
- Help run virtual user training sessions where required
- Create and update knowledge base articles, user guides and FAQs
- Reproduce customer issues and document them clearly for QA/dev teams
- Track onboarding tasks and customer support follow-ups
- Support release notes, product updates and internal training material
- Work with the Australian customer lead to prepare for demos, training and onboarding calls
Required experience
- 3–5 years in SaaS product support, application support, customer support or customer onboarding
- Experience supporting business software users
- Experience working with Australian, UK or US customers
- Strong written and spoken English
- Comfortable joining customer calls when required
- Good spreadsheet skills for data cleanup and import preparation
- Ability to understand workflows and explain steps clearly
- Experience using ticketing tools, Trello/Jira, CRM or helpdesk systems
Good to have
- Experience with logistics, transport, fleet management or ERP software
- Experience creating knowledge base articles or user guides
- Basic understanding of software QA or bug reporting
Work Location: In person
