Product Support Analyst

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 workflowsHandle support tickets, user queries and product questionsAssist with customer onboarding tasks and go-live preparationPrepare and clean customer data for importSupport demo environment setup and sample data preparationHelp run virtual user training sessions where requiredCreate and update knowledge base articles, user guides and FAQsReproduce customer issues and document them clearly for QA/dev teamsTrack onboarding tasks and customer support follow-upsSupport release notes, product updates and internal training materialWork with the Australian customer lead to prepare for demos, training and onboarding callsRequired experience 35 years in SaaS product support, application support, customer support or customer onboardingExperience supporting business software usersExperience working with Australian, UK or US customersStrong written and spoken EnglishComfortable joining customer calls when requiredGood spreadsheet skills for data cleanup and import preparationAbility to understand workflows and explain steps clearlyExperience using ticketing tools, Trello/Jira, CRM or helpdesk systemsGood to have Experience with logistics, transport, fleet management or ERP softwareExperience creating knowledge base articles or user guidesBasic understanding of software QA or bug reportingWork Location: In person 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 workflowsHandle support tickets, user queries and product questionsAssist with customer onboarding tasks and go-live preparationPrepare and clean customer data for importSupport demo environment setup and sample data preparationHelp run virtual user training sessions where requiredCreate and update knowledge base articles, user guides and FAQsReproduce customer issues and document them clearly for QA/dev teamsTrack onboarding tasks and customer support follow-upsSupport release notes, product updates and internal training materialWork with the Australian customer lead to prepare for demos, training and onboarding callsRequired experience 35 years in SaaS product support, application support, customer support or customer onboardingExperience supporting business software usersExperience working with Australian, UK or US customersStrong written and spoken EnglishComfortable joining customer calls when requiredGood spreadsheet skills for data cleanup and import preparationAbility to understand workflows and explain steps clearlyExperience using ticketing tools, Trello/Jira, CRM or helpdesk systemsGood to have Experience with logistics, transport, fleet management or ERP softwareExperience creating knowledge base articles or user guidesBasic understanding of software QA or bug reportingWork Location: In person