Admin Support

Position Summary :

We're looking for a reliable, detail-oriented person to join our team on a casual basis to manage our product support inbox. The role is straightforward: monitor incoming support tickets, triage them, respond where possible, escalate where necessary, and make sure nothing falls through the cracks.

The topics are varied. You'll see questions ranging from software configuration and licensing through to operational issues reported by port and vessel traffic service operators. You don't need to know the answers to everything, but you do need to know how to find them, and when to pull someone else in.

Beyond the day-to-day, this role will also help us transition to a more structured support platform. If you've been involved in setting up or migrating to tools like Zendesk, Freshdesk, or similar, that experience is valuable here.

Key Responsibilities :
Monitor the product support inbox and ensure all tickets receive a timely initial response.
Triage incoming requests by priority and topic, routing to the right team members where needed.
Track open tickets and follow up to ensure resolution within acceptable timeframes.
Maintain a consistent, professional tone in all customer-facing communications.
Identify recurring issues and flag them for product or engineering attention.
Support the evaluation and migration to a dedicated support ticketing platform.
Contribute to building out knowledge base articles and standard response templates as we go.

Preferred Qualifications & Skills:

• Prior experience in customer support, helpdesk, or service coordination roles
• Familiarity with ticketing systems such as Zendesk, Freshdesk, or similar platforms
• Strong problem-solving skills with the ability to work independently
• Excellent written communication skills with high attention to detail
• Ability to prioritize tasks and manage multiple requests effectively
• Basic understanding of software systems or willingness to learn quickly

What We Offer:

• Flexible, casual working arrangement
• Opportunity to gain hands-on experience in product support operations
• Exposure to global customers and operational environments
• Involvement in system and process improvements, including support platform migration
• Collaborative and supportive team environment

Additional Information:
This is a casual/temporary role and may suit candidates seeking flexible work arrangements or looking to gain experience in a dynamic support environment.