CS-1520
Candidate #CS-1520
Customer Service Representative · 4 years experience · Zendesk, Live chat support, Complaint handling / de-escalation
$1,000per month + GST
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Customer Support role
Hire an offshore Technical Support Specialist
A Technical Support Specialist resolves customer product and software issues through systematic troubleshooting — handling Level 1 and Level 2 technical enquiries via support tickets, phone, and remote session tools.
$1,450per month + GST, all-in
$58–75kAustralian salary range
$61,139est. saving a year (NSW)*
What they do
A technical support specialist who handles technical troubleshooting, ticket management, product knowledge, remote support, documentation, escalation handling and customer communication, full time and dedicated to your business.
Why hire offshore
01
L1/L2 technical support at 40–50% of local support engineer cost
02
Extend coverage to business hours plus evening support without shift penalties
03
Strong technical aptitude combined with excellent English communication
Skills
Technical troubleshooting Ticket management Product knowledge Remote support Documentation Escalation handling Customer communication
Software they use
ZeZendeskJiJira Service ManagementTeTeamViewerCoConfluenceSlSlack
Cost comparison
What a technical support specialist costs a year
Local figures are salary plus 12% super and NSW payroll tax.
$25k
$50k
$75k
$69k
$79k
$89k
$17k
Local entry$58k salaryLocal typical$67k salaryLocal senior$75k salaryAdept$1,450/mo
Estimated saving
78%
About $61,139 a year against a typical local hire in NSW, before recruitment fees, leave cover, equipment and desk space.
A typical day
What a working day can look like
An example in Sydney time. Your technical support specialist follows your priorities and your tools.
8:30am
Overnight queue
Clears tickets that came in overnight, oldest first.
10:00am
Live chat
Answers chat and email in your tone, using your macros.
11:30am
Calls
Handles inbound calls and call-backs on your phone system.
1:30pm
Returns and fixes
Processes refunds, returns and account changes within your rules.
3:30pm
Knowledge base
Updates help articles when the same question comes up twice.
5:00pm
Shift report
Shares volumes, open tickets and anything you should know.
Available talent
Customer Support talent you can interview
1 available nowSee all customer support talent
Questions
Hiring a technical support specialist
Something else on your mind? Our Australian team can talk it through.
What level of technical issues can they resolve?
L1 (account, billing, basic product) and L2 (configuration, integrations, software troubleshooting) are within scope. L3 engineering escalations go to your dev team.
Can they handle SaaS product support?
Yes. Technical support for SaaS platforms — configuration, API usage, user permissions, and integration issues — is a common placement.
Do they document support workflows?
Yes. Building and maintaining a knowledge base, FAQ articles, and internal runbooks is expected of senior technical support specialists.
Can they do remote screen share sessions?
Yes. TeamViewer, Zoom screen share, and browser-based remote tools are standard for technical support delivery.
How do they stay current on product updates?
Via product release notes, internal wiki, and regular syncs with your product or engineering team. Clear product knowledge management is set up during onboarding.
Where they work
Industries and states
*Estimate compares $17,400 a year with a $66,500 salary plus 12% super and NSW payroll tax (5.45%, payable once wages pass the state threshold).
Ready when you are
Meet your technical support specialist this month
Tell us what you need and we'll shortlist candidates for you to interview. $1,450 a month + GST, with no upfront fees.
