Technical Support Officer (level 2/3)

Provide hands-on technical support for a WHS and risk management SaaS platform, investigating, troubleshooting and escalating software issues. Respond to and resolve support tickets within SLA timeframes, take ownership of customer issues from first contact to resolution, and coordinate escalated matters. Conduct pre-analysis and document defects and technical findings, engage with clients by phone with clear updates, manage a personal ticket backlog, and maintain accurate documentation and time reporting. Requires strong problem-solving and clear communication, plus experience with ticketing platforms such as Zendesk or Zoho.