Helpdesk Saas Gym Software (need to be good with data, Microsoft Excel and SQL)

Salary: $80,000 – $100,000 per year

About us

Clubfit Software is a leading provider of Software-as-a-Service (SaaS) solutions designed specifically for the fitness and wellness industry. We are committed to delivering innovative technology that empowers gym owners, fitness professionals and their members to achieve their goals. Our cloud-based platform streamlines operations, enhances member experiences and drives business growth. We pride ourselves on fostering a collaborative, supportive workplace culture where our team members are valued and encouraged to develop their skills and expertise.

About the role

We are seeking a Technical Support/Admin IT Helpdesk professional to join Clubfit Software in Brisbane, QLD on a full-time basis. In this role, you will provide comprehensive technical support to our SaaS gym software customers whilst also managing IT administration tasks internally. You will be the first line of contact for customers experiencing technical difficulties, delivering timely, professional and effective solutions to ensure minimal disruption to their business operations. This position is essential to maintaining customer satisfaction and supporting the reliable operation of our platform.

Key responsibilities

• Provide first-line technical support to gym software customers via phone, email, chat and ticketing systems

• Diagnose, troubleshoot and resolve technical issues related to the Clubfit SaaS platform, including account access, features, integrations and data synchronisation

• Document all customer interactions and resolutions in the support management system, maintaining detailed and accurate records

• Escalate complex technical issues to the development and engineering teams when necessary, providing clear context and reproduction steps

• Create and maintain technical documentation, knowledge base articles and FAQs to support customer self-service

• Assist with user onboarding and training, guiding new customers through platform setup and best practices

• Manage internal IT administration tasks, including user account provisioning, software licensing, hardware troubleshooting and network support

• Identify trends in customer issues and provide feedback to improve product quality and user experience

• Maintain professional communication standards and deliver exceptional customer service consistently

What we're looking for

• Proven experience in technical support or helpdesk roles, ideally supporting SaaS applications or software platforms

• Strong troubleshooting and problem-solving skills with the ability to diagnose issues systematically and logically

• Proficiency with support ticketing systems and customer relationship management (CRM) platforms

• Solid understanding of IT infrastructure, including networks, servers, cloud-based applications and user account management

• Experienced in SQL

• Excellent written and verbal communication skills, with the ability to explain technical concepts in clear, accessible language

• Customer-focused mindset with a commitment to delivering responsive and professional support

• Ability to work independently and manage multiple support requests simultaneously whilst maintaining quality

• Familiarity with fitness industry software or wellness platforms is desirable but not essential

• Relevant IT certifications (such as CompTIA A+, Microsoft Certified Associate or similar) are advantageous

• Basic knowledge of web applications, databases and integration concepts

What we offer

Clubfit Software is committed to creating a supportive and dynamic workplace where our team members can thrive. We offer:

• Competitive salary and performance-based incentives

• Professional development opportunities, including training in new technologies and industry certifications

• Flexible work arrangements that balance productivity with work-life wellbeing

• Collaborative team environment with a strong emphasis on knowledge sharing and mentoring

• Health and wellness benefits, including gym membership discounts

• Career progression opportunities within our growing company

• Modern office facilities in Brisbane CBD with a supportive workplace culture

We encourage applications from candidates of all backgrounds and are committed to building a diverse and inclusive team. If you require any adjustments or additional support during the recruitment process, please don't hesitate to contact us.

Apply now

If you are an enthusiastic and technically skilled professional ready to make a meaningful impact in the fitness software industry, we would love to hear from you. Please submit your resume, a cover letter outlining your relevant experience, and any relevant certifications or qualifications to our recruitment team. Join Clubfit Software and help us empower the fitness industry through exceptional technology and support.