WFH - Senior Technical Support Specialist (SaaS · Legal Tech)

Overview:

Ready to combine your technical expertise and problem‑solving skills to help legal professionals work smarter with seamless SaaS solutions?

Our client is a leading provider of cloud-based legal practice management software, helping small to mid‑sized law firms streamline their operations through efficient digital solutions. Their platform simplifies document management, time tracking, and daily workflows, enabling legal professionals to focus more on serving their clients and less on administrative tasks. They’re looking for a Tier 3 Technical Support Specialist (SaaS | Legal Tech) to provide excellent technical support, resolve user concerns, and ensure a seamless and positive experience for clients using their platform.

Schedule: Monday to Friday, 9:00 AM – 6:00 PM Sydney, NSW | With a 1‑hour unpaid break (40 hours per week)

Responsibilities:

• Provide responsive, friendly technical support via email and live remote sessions
• Manage support tickets from start to finish, escalating issues when needed
• Keep clear and proactive communication with clients and internal teams
• Collaborate with colleagues to resolve complex issues
• Identify recurring client challenges and provide feedback for product improvement

Requirements:

• Proven experience in Tier 3 Technical Support, with a strong track record of progression from Level 1 to Level 3 support roles (SaaS or tech background preferred)
• Background in B2B technical support, preferably in a back‑end‑focused role
• Candidates must have a background in law or a good working knowledge of legal principles
• Extensive experience supporting software solutions integrated within the Microsoft Suite (e.g., Outlook, Teams, SharePoint, OneDrive)
• Skilled in troubleshooting complex environmental and Microsoft‑related technical issues, which have been the most common and challenging aspects of this role
• Proven experience troubleshooting and resolving issues with Windows, Microsoft Outlook, and Google Chrome
• Experience collaborating closely with software development teams or product engineers to resolve high‑level technical problems
• Proficiency in Windows 11 Professional and familiarity with remote tools like TeamViewer, Zoom, etc.
• Excellent written and verbal communication and high attention to detail and quality in documentation
• Ability to work independently and in a team and comfortable in handling sensitive or confidential information
• Extensive experience supporting software solutions integrated within the Microsoft Suite (e.g., Outlook, Teams, SharePoint, OneDrive)

Ideal Candidate Profile:

• Tech‑Savvy: Confident in supporting SaaS tools and troubleshooting on Windows
• Experienced: Experience providing Level 3 support for a SaaS/tech company
• Strong Communicator: Clear, patient, and professional in client interactions
• Adaptable & Reliable: Calm under pressure and responsive to evolving priorities

Independent Contractor Perks:

• Permanent work from home
• Immediate hiring
• Health Insurance Coverage for eligible locations