Junior Support Specialist

Dubber is transforming the call recording industry by delivering the world's most scalable, cloud-based recording and conversational intelligence platform. Our service is used by more than 140 telecommunications providers globally, including AT&T, Verizon, BT, Telstra, Cisco, and Microsoft Teams. As a fast-growing Australian SaaS company, we're looking for motivated people who want to be part of a global team and help deliver exceptional customer experiences. You'll work closely with teammates in Australia, the UK, and the USA, so being comfortable collaborating with remote colleagues is important. Some flexibility for occasional after-hours work may be required to support global customers. Candidates must be Australian citizens or permanent residents to be eligible for this position. The Role We are seeking a Junior Customer Support Specialist who is passionate about helping customers and eager to learn. In this role, you'll support customers across Dubber's products and services while developing your technical and problem-solving skills. You'll work through customer queries from start to finish, providing updates, gathering information, and ensuring a smooth experience. This is a great opportunity for someone early in their career looking to grow in a supportive, collaborative environment. You'll receive guidance and training, but also be encouraged to take initiative, ask questions, and develop your capabilities. Key Responsibilities Assisting with processing customer orders from provisioning through to activation. Responding to customer support queries via phone, email, and chat. Escalating issues appropriately and keeping customers updated. Helping customers understand how to get the most out of their Dubber service. Delivering friendly, helpful, and efficient customer service. Identifying recurring issues and suggesting improvements. Creating and updating basic internal and external support documentation. Supporting the team with simple post-incident notes or summaries. Assisting with process reviews and continuous improvement initiatives. About You – Soft Skills You enjoy helping people and can build rapport across phone, email, and chat. You are focused on customer satisfaction and care about resolving issues. You're a team player who collaborates well and asks for help when needed. You are curious, willing to learn, and comfortable asking questions. You communicate clearly and can explain information in simple terms. You are organised and can manage multiple tasks at once. You are fluent in English; additional languages are a bonus. You bring a positive attitude and a continuous improvement mindset. Technical Skills & Experience We don't expect you to be an expert — just eager to learn. 6–12+ months of customer service experience (help desk, retail, tech support, contact centre or similar). Familiarity with help desk ticketing systems (Zendesk, Salesforce, or similar) is desirable. An interest in telecommunications or cloud-based technologies is a strong advantage. Basic understanding of unified communication platforms (Webex, MS Teams, Zoom) is helpful but not required. Experience with Confluence, JIRA, or other knowledge bases is beneficial. Ability to learn basic troubleshooting steps and follow documented guides. Ability to explain simple technical concepts clearly and confidently. Willingness to learn how to run simple scripts or follow technical procedures (training provided). You Are a Great Fit If You: Thrive in a fast-paced, supportive environment. Are adaptable and love learning new tools and concepts. Enjoy working with others and building positive relationships. Take pride in your work and like celebrating team wins. Are resilient, motivated, and willing to jump in and help. Are naturally curious and technically minded. Communicate clearly and enjoy delivering a positive customer experience. #J-18808-Ljbffr