Graduate Technical Support Agent

Are you a recent IT, Information Systems, or Engineering graduate looking to launch your career in technical support?

At Soprano, we believe great Service Desk professionals start with curiosity, problem-solving skills, and a passion for helping customers. As Graduate Support Agent, you'll join our global Customer Support Centre and work alongside experienced technical specialists supporting enterprise customers across our market-leading communications platform.

This role is designed as a career development opportunity for graduates and early-career professionals who want hands-on exposure to SaaS technologies, customer support operations, troubleshooting, ticket management, incident handling, and cloud-based communication platforms.

Through structured training, mentoring, and real-world technical support experience, you'll develop the skills required to progress into a technical support position.

We are seeking graduates who can start full-time work immediately.

What you'll do:

• Provide first-line technical and product support to customers through email, phone, chat and video
• Log, manage, and track support tickets using industry-standard support tools (Zendesk)
• Investigate and triage customer-reported technical and product issues
• Troubleshoot platform, configuration, and user-related issues while following established support processes
• Escalate complex technical issues to senior support engineers and specialist teams when required
• Communicate clearly and professionally with customers throughout the support lifecycle
• Learn and support SaaS-based communication products, messaging technologies, and customer solutions
• Assist with incident management and customer communications during service-impacting events
• Contribute to knowledge base articles, troubleshooting guides, and process documentation
• Collaborate with Product, Engineering, Customer Success, and Operations teams to resolve customer issues
• Continuously develop technical knowledge and stay current with product releases and enhancements

What we're looking for:

• Recent graduate in Information Technology, Information Systems, Engineer or a related technical field
• Strong interest in technical support, IT operations or Service Desk careers
• Understanding of SaaS applications and cloud technologies
• Basical understanding of APIs, web technologies or software troubleshooting
• Excellent verbal and written Communication Skills with the ability to clearly articulate solutions to stakeholders
• Fluent in English both verbal and written
• Analytical mindset with strong problem-solving abilities
• Strong customer focus and willingness to learn
• Ability to work collaboratively within a team environment
• Comfortable learning new technologies and software platforms
• Previous help desk, customer service, technical support experience highly regarded
• Able to work in rotating shift work and be present in the office full-time for training

Why Work for Soprano:

At Soprano Design, we’re not just building technology, we’re shaping the future of enterprise communication. Headquartered in Sydney and operating globally, we’re a leading CPaaS (Communications Platform as a Service) provider with over 30 years of experience helping over 4,500 government and enterprise clients connect, engage, and thrive.

Our flagship solution, Soprano Connect, is an award-winning platform that enables secure, seamless omni-channel messaging. We integrate email, SMS, voice, conversational AI, IP messaging, and social channels like RCS, WhatsApp, and Google Business Messages into one powerful experience.

Launch Your Technology Career

• Gain practical experience supporting enterprise-grade SaaS technology used by thousands of organizations worldwide.

Learn From Industry Experts

• Receive structured onboarding, mentoring, and continuous technical development from experienced support professionals.

Work With Global Customers

• Support customers across Asia-Pacific, Europe, and North America while developing valuable international business experience.

Exposure to Modern Technologies

• Work with cloud communications, APIs, messaging platforms, AI-powered engagement solutions, and enterprise software products.

Training and Development

• Join a company that encourages continual learning with a global outreach that allows you to gain valuable insight and exposure to various markets worldwide

Flexible Hybrid Working

• Enjoy the benefits of working with both local and global teams in a flexible and collaborative environment.

Competitive salaries

• We are a pay for performance company that values your contributions through our competitive salaries, rewards and recognition programs

People are at the core of what we do, and Soprano Design Pty Ltd is committed to a safe, diverse and inclusive workplace where we all thrive and succeed together. Please let us know if you require any adjustments to the recruitment process.

All successful applicants will need to provide two professional reference checks and are subject to satisfactory background checks. For Further information visit Candidate Privacy Policy