Global Support Services Analyst

Role overview A remote Global Support Services Analyst position based in Australia, providing first- and second-level technical support to clients using proprietary and third-party software solutions within the legal services sector. The analyst also serves internal teams across client services, software engineering, and production, requiring strong customer service skills in addition to technical depth.

Responsibilities - Handle phone and email inquiries from external clients and internal users, recording detailed information in a ticketing system. - Diagnose issues, recommend resolutions, and escalate when necessary through the appropriate channels. - Communicate quality issues with accurate descriptions and steps to recreate problems. - Coordinate with cross-functional teams to resolve incidents while managing client expectations. - Develop and maintain product support documentation that aids incident management.

Requirements - Minimum two years of customer-facing technology support experience delivered by phone and electronically. - Light experience with Azure or AWS in a first-line support capacity. - Working knowledge of Microsoft 365 licensing, Entra, multi-factor authentication, and virtual desktops. - Completion of a two-year technical college program in computer science, IT, or a related field, or equivalent experience. - Strong diagnostic ability across software and hardware, with clear written and verbal communication. - Ability to work independently and as part of a team; flexible hours including early mornings, evenings, or weekends as needed.

Nice to have - Authorization to work in Australia and current Australian residency. - Familiarity with Windows, Internet technologies, and incident documentation best practices.

Benefits and work setup - Remote-first arrangement within Australia. Salary is determined by location-based market rate, individual capabilities relative to the role, screening performance, and team pay parity.