Customer Support Officer
About Gearbox
At Gearbox, we build fleet maintenance and compliance software for businesses that own any kind of assets requiring periodic maintenance on or off road, fixed or mobile plant and equipment. Prestarts, service alerts, operator licence warnings and much more, all through one centralised platform.
We help hundreds of businesses and thousands of users eliminate paperwork, stay compliant and keep their vehicles safer every single day. Our focus has always been simple: build quality products and back them with exceptional customer service.Those two things have driven our growth across five countries, and they're the reason our customers keep raving about us.
We know this world because we've grown with it and we're looking for someone who gets it too.
About the Role
Based in our Oran Park HQ, this is a frontline customer and technical support role where you'll be the person our customers rely on when it matters. You'll manage inbound calls and Zendesk tickets, troubleshoot software issues, collaborate closely with our Development Team, and help maintain the knowledge base that keeps everything running smoothly.
You'll be joining an existing support team with a strong culture and a well-earned reputation for industry-leading service and you'll play a key role in keeping that standard high.
If you're someone who loves solving problems, communicates clearly, and genuinely cares about the experience customers have, this role is worth a serious look.
What You'll Be Doing
Customer Support & Service- Resolve customer issues efficiently via phone, Zendesk tickets and occasional Microsoft Teams calls
- Deliver the kind of responsive, thoughtful support our customers have come to expect
- Build strong relationships with both current and prospective clients through every interaction
- Troubleshoot software issues across user behaviour, configuration errors, API-related problems and potential bugs
- Diagnose, document and escalate issues to the Development Team with clarity and precision
- Collaborate with developers on bug investigations and fixes
- Create, update and refine internal and external knowledge base articles
- Assist with data imports and formatting as part of new client onboarding
- Bring customer insights and improvement ideas to our weekly continuous improvement meetings
- Work alongside Sales and Development where support and product knowledge intersect
- Help shape product improvements by identifying recurring customer patterns and feedback
What We're Looking For
Knowledge- Experience with Zendesk or similar helpdesk/ticketing platforms
- Strong working knowledge of Excel - formatting, imports, data manipulation
- Understanding of transport, maintenance or compliance (NHVR) processes (highly desirable)
- Basic familiarity with APIs, webhooks or system integrations (desirable)
- A background in support, customer service or call-handling
- Experience with fleet, transport, workshop, dealership or compliance systems (highly desirable)
- Prior SaaS or application support experience (desirable)
- Clear, effective communicator in writing and on the phone
- Team-first mindset with a collaborative, approachable attitude
- Reliable, consistent and process-driven
- Able to work autonomously and manage competing priorities
- A logical thinker who digs into root causes rather than settling for surface-level fixes
- High School Certificate required
- Tertiary qualification in IT, Information Systems, Business or a related field (preferred but not essential)
Apply now
If you've got a background in transport or fleet, a knack for technical troubleshooting, and the kind of communication skills that make customers feel genuinely looked after, we'd love to hear from you.
Apply now and tell us why you're the right fit for the Gearbox team.