Technical Support Representative

Role Overview

MINA Awards is hiring a customer-oriented Technical Support Representative who is comfortable with technology and enjoys helping users solve product and service issues. The role is focused on creating a strong support experience, handling technical questions, and making sure customers can use the company’s offerings with confidence.

Key Responsibilities

• Handle customer questions and provide prompt technical help across different support channels.
• Investigate issues related to products, software, and systems, then work toward practical fixes.
• Walk customers through setup steps, configuration, and day-to-day usage.
• Keep clear records of support tickets, resolutions, and recurring patterns.
• Work closely with product, engineering, and customer success teams on difficult cases.
• Review customer feedback and look for ways to strengthen support workflows and the overall user experience.
• Pass unresolved cases to the right team when needed and track follow-up until closure.
• Help create and update knowledge base content and support guides.

What the Company Is Looking For

• Strong ability to diagnose problems and troubleshoot effectively.
• Excellent verbal and written communication, along with solid customer service skills.
• Capability to simplify technical information for both technical and non-technical users.
• Comfort using support platforms, ticketing tools, and digital systems.
• Good organization and attention to detail.
• Ability to juggle several priorities in a busy work environment.
• A helpful mindset, empathy, and a genuine interest in supporting customers.

Benefits and Offerings

• Chance to work with modern technologies and products.
• A collaborative and encouraging team culture.
• Opportunities for learning, growth, and professional development.
• Exposure to a wide range of technical issues and customer scenarios.
• Competitive pay and a comprehensive benefits package.

Additional Information

This position is based in Australia and is offered on a part-time, onsite basis. The company is looking for someone who can contribute to smooth support operations and help build strong, lasting customer relationships.