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