Technical Support Specialist

Company Description:

Wunderbuild is a construction management software platform designed for builders in Australia and New Zealand who want quoting and job administration in one streamlined system. The product helps users quote faster, keep projects moving, manage variations, and invoice without relying on complex spreadsheets. Built in collaboration with the building community, Wunderbuild is grounded in real on-site and back-office needs. Team members contribute to a practical, user-focused solution that simplifies day-to-day construction workflows for growing building businesses.

Role Description:

The Technical Support Specialist role is a full-time remote position responsible for helping customers effectively use Wunderbuild’s construction management software. In this role, you will respond to support inquiries via email, chat, and phone, diagnose technical issues, and guide users through setup, configuration, and ongoing usage. You will document troubleshooting steps, track recurring issues, and collaborate with product and engineering teams to improve features and resolve bugs. Importantly, most of the issues will have been escalated to you by the level support team. Day-to-day, you will assist builders with solving any issues they may encounter, on any of the product features, way of working and generally getting the most out of the platform. Your main performance indicator is that all clients are using the platform more, showing confidence in how the platform can boost their businesses and ultimately become independent.

Qualifications:

• Strong experience in Technical Support and Troubleshooting for software products, preferably SaaS solutions.
• Ability to lean quickly. This relates to learning the platform and using all means to acquire and deepen your expertise on the Wunderbuild platform.
• Customer Support and Customer Satisfaction skills, with the ability to communicate clearly, patiently, and professionally with users at different technical levels.
• English language proficiency must be a native level.
• Problem solving and analytical Skills to investigate issues, interpret error messages, and identify patterns that lead to effective resolutions for clients or product improvements.
• Familiarity with ticketing or CRM systems.
• Ability to work independently in a remote setting, manage priorities, and maintain accurate documentation of customer interactions and technical findings.
• Previous experience supporting construction, project management, or business productivity tools is an advantage.
• Relevant education or training in IT, computer science, or a related field, or equivalent practical experience in technical support.

Terms:

Negotiable for the right candidate.