Work Arrangement / Work Shift: Remote / 6:00 AM - 3:00 PM (Australian Shift)

Role Overview:

We’re looking for a Customer Support & Product Testing Specialist to join our growing HR/Workforce Management technology startup. This role is focused on providing excellent Level 1 customer support, troubleshooting platform issues, and assisting with testing new and existing product functionality. You’ll be the first point of contact for customers and play a key role in ensuring a smooth user experience while helping improve product quality.

What You’ll Be Doing:

Customer Support (Level 1)

• Respond to inbound customer support requests via Email, Chat, and Phone/video calls

• Triage and diagnose customer issues

• Communicate clearly and professionally with customers

• Provide step-by-step guidance to resolve platform issues

• Reproduce reported issues within the system

• Escalate complex issues when required

Issue Logging & Tracking

• Log bugs and product issues clearly and accurately

• Capture reproduction steps and expected vs actual behaviour

• Assign priority/severity

• Track issues through to resolution

• Communicate status updates to customers

Product Testing

• Test new features before release

• Regression test existing functionality

• Execute test scenarios and document results

• Identify usability issues

• Report bugs and inconsistencies

• Validate bug fixes

Customer Experience

• Provide high-quality, friendly customer interactions

• Translate technical concepts into simple explanations

• Ensure timely follow-up on customer issues

What You’ll Need:

• Strong communication skills (written and verbal)

• Customer support experience (SaaS preferred)

• Strong troubleshooting and problem-solving ability

• High attention to detail

• Comfortable working in a fast-paced startup environment

• Ability to prioritise and manage multiple requests

• Basic understanding of HR, Payroll, Rostering, or WFM systems (preferred)

• Experience using ticketing systems (Jira, Zendesk, etc) preferred

What Will Set You Apart:

• Experience in HR, Payroll, or Workforce Management software

• Software testing experience

• SaaS support experience

• Startup experience

About Atticus:

Atticus Advisory Solutions Inc. is a specialized remote staffing and IT offshoring firm based in the Philippines, providing vetted, high-quality Filipino talent to global tech startups, SMEs, and consulting firms, focusing heavily on niche areas like ERP (NetSuite), Accounting and Finance and IT, offering integrated recruiting, upskilling, and HR support to ensure high retention and reliable offshore teams.

Atticus provides a comprehensive solution for international companies to build dedicated, outsourced teams and efficiently scale their technical and administrative capabilities by leveraging skilled Filipino talent, managed with a focus on quality and long-term retention. We ensure the teams perform like extensions of the client’s own operations.

Who We Are:

We are a customer-focused organization that puts people at the heart of everything we do. We believe great outcomes come from strong collaboration, where ideas are openly shared and teamwork is valued.

Our team members are proactive and confident—they take ownership, speak up, and are not afraid to ask questions. We encourage curiosity and continuous improvement, empowering everyone to challenge the status quo and find better ways of working.

We foster a growth mindset, where learning is continuous, feedback is welcomed, and mistakes are seen as opportunities to grow. Here, you are supported to develop your skills, improve processes, and make a meaningful impact.

Why Join Us:

At Atticus Advisory Solutions Inc, we value our employees and provide a positive and collaborative work environment. We offer competitive compensation, benefits, annual leaves, health and medical insurance. Our culture offers flexible working arrangements and opportunities for growth and development.