About our Client:
Our client has been developing point of sale (POS) software and payment solutions since 2006 and is an Australian market leader in delivery of end-to-end software, hardware, payment and integration solutions for the Hospitality industry. Their services include all hospitality venue types including high-end restaurants, wineries, bars, pubs, hotels and bottle shops. Our client remains a fast and nimble business that moves quickly to provide innovative solutions, including their own payments platform designed to enhance the customer experience at every touchpoint. They now provide a one-stop-shop POS and Payments solution allowing us to eradicate outdated monthly fees.
About Teamified
Teamified is a talent partner helping companies build exceptional remote teams across IT, software, product, and digital innovation. We collaborate with leading enterprises and fast-scaling tech businesses worldwide to help them access world class talent and accelerate growth. With operations across the globe our mission is to make building high performing global teams simple, fast, and cost-effective. Teamified has hundreds of clients with more than 200 engineers, testers, product managers, designers, and technology experts delivering impactful solutions every day
About the Role:
The Support Technician is responsible for delivering high-quality remote support to our Clients Solutions, ensuring timely issue resolution, maintaining service excellence, and minimizing disruption to client operations. The role also involves performing proactive system tasks, including software upgrades and maintenance activities during assigned shifts.
Key Responsibilities:
1. Support- Act as the first point of contact for clients via phone, SMS, email, and chat
- Troubleshoot POS-related issues in line with internal processes and guidelines
- Maintain professional and clear communication while adhering to SLAs
- Resolve Level 1 support issues and escalate complex cases to Level 2 or management
- Log, prioritize, and manage tickets accurately in the system
- Maximize first-call resolution to reduce repeat issues
2. Escalation & Handover
- Escalate critical issues and customer complaints promptly
- Provide detailed shift handover notes to the incoming team
- Document all incidents, resolutions, and pending issues clearly
- Coordinate with Melbourne team and other internal teams for escalations
3. Customer & Operational Support
- Provide basic guidance and training to customers when required
- Identify and assist with sales orders for hardware/software needs
- Collaborate effectively with team members across different time zones
- Participate in training and professional development initiatives
- Uphold company values and deliver a high standard of customer service
Attributes & Qualifications
Required Skills & Attributes- Strong Level 1 technical knowledge (software, hardware, networking)
- Ability to work independently with minimal supervision
- Excellent English communication skills (verbal and written)
- Strong analytical and problem-solving skills
- Ability to multitask across multiple systems efficiently
- High attention to detail and strong time management
- Calm and composed under pressure in critical situations
- Self-motivated and proactive mindset
Qualifications
- Certificate or Diploma in Information Technology (preferred)
- Prior experience in helpdesk or technical support roles is advantageous
Benefits:
- Flexibility in work hours and location, with a focus on managing energy rather than time.
- Access to online learning platforms and a budget for professional development
- A collaborative, no-silos environment, encouraging learning and growth across teams
- A dynamic social culture with team lunches, social events, and opportunities for creative input
- Health insurance
- Leave Benefits
- Provident Fund
- Gratuity
If you possess the required skills and are eager to contribute to our team's success, we encourage you to apply for this exciting opportunity. Apply now!
