Support Specialist

Support Specialist

Build a Career That Makes a Difference

At Government Frameworks , we help local governments work smarter through innovative technology, process automation, and digital transformation.

We're looking for a Support Specialist who enjoys solving problems, helping people, and understanding how technology works.

If you're naturally curious, take ownership of your work, and enjoy turning technical challenges into positive customer experiences, we'd love to hear from you.

This role requires a 5:00 am shift start to align with our international operations and ensure timely support for our customers across different time zones

The Opportunity

As a Support Specialist, you'll play an important role in helping our customers get the most out of Government Frameworks' software solutions.

You'll investigate technical issues, guide customers through solutions, manage support requests, and collaborate with our Technical Team to ensure issues are resolved efficiently.

This role is about more than closing support tickets. It's about understanding problems, communicating clearly, and identifying opportunities to improve the customer experience.

What You'll Be Doing

• Technical Troubleshooting: Investigate, diagnose, and resolve issues across Government Frameworks' software solutions.
• Support Management: Monitor, prioritise, and manage support tickets in accordance with agreed service levels.
• Customer Assistance: Guide customers through troubleshooting and configuration steps, providing clear and practical solutions.
• Issue Escalation: Identify when additional technical expertise is required and provide complete information to support efficient resolution.
• Problem Prevention: Identify recurring issues, investigate root causes, and recommend improvements that prevent future problems.
• Technical Collaboration: Work with internal teams to test and validate fixes, updates, and configuration changes.
• Knowledge Sharing: Document solutions and contribute to internal and customer-facing support resources.

You'll Love This Role If You...

• Enjoy investigating problems and finding practical solutions.
• Take ownership of issues and follow through on commitments.
• Are patient, approachable, and enjoy helping people.
• Can explain technical information clearly without unnecessary jargon.
• Are naturally curious and willing to learn new technologies.
• Work well with others and know when to ask for assistance.
• Look for opportunities to improve processes rather than accepting recurring problems.
• Can balance competing priorities while maintaining attention to detail.

What You Need to Succeed

• Experience in technical support, application support, customer support, or a related role.
• Strong analytical and problem-solving skills.
• Ability to investigate technical issues systematically and identify appropriate solutions.
• Excellent written and verbal communication skills.
• Ability to manage multiple support requests and meet service level expectations.
• Strong customer service skills and a commitment to delivering positive customer experiences.
• Confidence working independently while collaborating effectively with technical colleagues.
• Willingness to learn new software platforms and develop technical expertise.

Highly Regarded

• Experience supporting SaaS platforms or enterprise software applications.
• Familiarity with workflow automation, document management, or business process management systems.
• Experience with Laserfiche or similar platforms.
• Experience using ticketing systems and maintaining technical support documentation.

You don't need to know all our technology from day one. We're looking for someone with the right attitude, aptitude, and willingness to learn.

Why Government Frameworks?

We're a growing international software and consulting company with a mission to improve governance through modern technology and services.

You'll be part of a collaborative team where you can develop your technical skills, contribute ideas, and make a meaningful difference to our customers.

Our values of Integrity, Making a Difference, Innovation, and Relationships guide everything we do.

We believe in owning outcomes, supporting one another, continuously improving, and delivering work we're proud of.

Our Application Process

We want to understand more than what's on your CV. We're interested in how you think, solve problems, and approach your work.

All applicants must complete our Candidate Screening Questionnaire:

https://governmentframeworks.com/home/screeningquestions/

Applications without a completed screening questionnaire will not be considered.

If you're a curious problem-solver who enjoys helping people and wants to grow your career in technology, we'd love to hear from you.

Apply now and make a difference with Government Frameworks.