Customer Support Specialist

About Salestrekker

Salestrekker is one of Australia's leading FinTech companies, providing a comprehensive CRM platform that empowers over 6,000 mortgage brokers to manage their business more effectively. Our platform helps brokers organize their workflows, collaborate with their teams, connect with customers through integrated communication tools, and automate repetitive tasks.

We're expanding our Customer Support team in Belgrade and Novi Sad and looking for people who genuinely enjoy helping others solve problems. If you're a strong communicator with a curious mind and want to be part of an international team supporting a product that makes a real difference for thousands of users, this could be your opportunity.

The Role
As a Customer Support Specialist, you'll be the first point of contact for our Australian brokers, helping them get the most out of our platform. You'll handle support tickets, troubleshoot issues, and work closely with our development and QA teams to ensure customer problems are resolved quickly and effectively.

Important: This role requires working Australian business hours (AEST/AEDT timezone), which means evening/night and morning shifts in Serbian time. You'll receive a company laptop and can work from our Belgrade or Novi Sad office or remotely from home.

What You'll Do

• Respond to customer inquiries via our ticketing system, providing clear and helpful solutions
• Troubleshoot platform issues and guide users through step-by-step resolutions
• Escalate complex bugs and technical issues to the development team with detailed documentation
• Collaborate across teams (QA, Development, Product) when issues require cross-functional support
• Create and maintain knowledge base articles and support documentation
• Identify recurring issues and suggest improvements to enhance customer experience
• Help onboard new customers by answering questions and providing guidance
• Track and follow up on open tickets to ensure timely resolution

What We're Looking For

Must Have:

• Excellent written and spoken English – you'll be communicating with Australian customers daily via chat
• Strong communication skills with the ability to explain technical concepts in simple terms
• Problem-solving mindset – you enjoy figuring out why things aren't working
• Attention to detail and ability to document issues clearly
• Self-motivated and able to work independently in a remote environment
• Comfortable working Australian hours (evening/night and morning shifts in Serbian time)
• Reliable internet connection for remote work

Nice to Have:

• 1-2 years of experience in customer support, help desk, or call center roles
• Experience with ticketing systems (Zendesk, Freshdesk, Jira, Monday, or similar)
• Familiarity with SaaS products or CRM platforms
• Basic understanding of software and web applications
• Experience supporting remote users or working in distributed teams

What We Offer

• Comprehensive training – we'll teach you our platform inside and out
• Mentorship from experienced team members during onboarding
• Company-provided laptop and equipment
• Competitive salary with regular reviews
• Private health insurance package
• Flexible work location – work from our Belgrade or Novi Sad office or from home
• Professional development opportunities
• Opportunity to work with an international team on a product serving thousands of users
• Clear career growth path – Support Specialist → Senior Support → Team Lead or transition to QA/Product roles
• Supportive team culture that values work-life balance

Working Hours

This is a full-time position aligned with Australian Eastern Standard Time (AEST). Your typical schedule will be evening/night and morning hours in Belgrade, ensuring you're available when our Australian brokers need support. We'll discuss the exact schedule during the interview process.

Selection Process

Our hiring process is straightforward:

• CV review and initial screening
• Practical assessment – you'll receive temporary access to test our platform and complete a set of tasks
• Introductory interview – get to know each other and discuss the role
• Final interview with the team

The entire process typically takes 2-3 weeks. We'll keep you informed at every step.

Salestrekker embraces equal employment opportunity and a diverse workforce. All qualified applicants will receive consideration for employment based on individual merits and talent, without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or any other protected status.

Ready to Help Customers Succeed?

If you enjoy solving problems and helping people, send us your CV and tell us why you'd be great at this role.