SafetyCulture

Customer Support Analyst

SafetyCulture

full-time

Posted on:

Location Type: Hybrid

Location: Sydney • Australia

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About the role

  • Deliver fast, helpful, and high-quality product support to customers via live chat, email, and voice channels.
  • Troubleshoot complex product issues and guide users through platform configuration, use cases, and integrations.
  • Supervise and correct AI responses, escalating complex or sensitive issues as needed.
  • Educate customers about SafetyCulture products and features, aiming to make them self-sufficient.
  • Use data, logs, and technical resources to find the root cause of problems and recommend long-term solutions.
  • Document interactions and solutions clearly, ensuring full traceability and alignment with our quality framework.
  • Collaborate with senior analysts, product teams, and training/quality to continually improve the customer experience.
  • Contribute ideas and insights to help shape better support processes and product design.
  • Close out cases with confidence, ensuring customers are satisfied and unblocked.

Requirements

  • Experience in a customer-facing role, ideally in a tech or SaaS environment.
  • Ability to troubleshoot complex software or system issues using logs, patterns, and internal tools.
  • Strong written and verbal communication skills and the ability to explain technical concepts simply and clearly.
  • Passion for helping people and a customer-first mindset.
  • Comfort working with AI tools and willingness to adapt in a fast-changing environment.
  • Proactive and collaborative—ready to “Be Bold, Bring Action” with ideas for improvements.
Benefits
  • catered lunches
  • team events
  • cool merch
  • equity for full-time team members
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
troubleshootingplatform configurationsoftware issue resolutiondata analysisroot cause analysisdocumentationcustomer support
Soft Skills
communicationcustomer-first mindsetcollaborationproactivityproblem-solving