Level 1 Support Technician

About the Role:

We are looking for a customer-focused Level 1 Support Technician to provide high-quality remote, telephone, email, and chat support to clients using business-critical Point of Sale (POS) systems.

As a Level 1 Support Technician, you will be one of the first points of contact for customers experiencing technical issues. You will be responsible for understanding the problem, troubleshooting according to established processes, resolving issues within your technical capability, and ensuring more complex cases are appropriately documented and escalated.

This role combines technical troubleshooting with excellent customer service. You will work closely with Level 2 Support, Systems Administration, Account Management, Customer Success, installation and training teams, and after-hours support teams to ensure customers receive timely and effective assistance.

A key measure of success will be your ability to resolve customer issues efficiently, increase first-contact resolution, reduce repeat calls, and maintain clear communication with customers throughout the support process.

The role operates 5 days per week on a rotating roster, including weekends, with normal working hours of 11:00 AM–7:00 PM AEST. There may also be a requirement to provide after-hours coverage, including 12-hour shifts with appropriate breaks, when required to support team leave coverage.

Key Responsibilities:

• Act as the first point of contact for customers across phone, SMS, email, chat, and other support channels.
• Respond to incoming POS software, hardware, system, and connectivity issues and troubleshoot them according to established support guidelines and internal processes.
• Diagnose and resolve Level 1 technical issues within your capability and escalate more complex incidents to the appropriate technical team.
• Ensure all customer calls, incidents, and support requests are accurately logged, prioritised, updated, and escalated when necessary.
• Work within established Service Level Agreements (SLAs) and ensure customers receive timely updates throughout the resolution process.
• Deliver a high standard of customer service and maintain clear, professional, and empathetic communication in every interaction.
• Aim to maximise first-contact resolution and reduce repeat customer calls and tickets.
• Provide customers with basic system and product training over the phone or through remote support channels when required.
• Create sales orders for additional software or hardware requirements identified through customer interactions.
• Escalate customer complaints and significant service concerns to the Level 1 Team Leader or appropriate manager.
• Collaborate effectively with Level 2 Support, Systems Administration, Customer Success, Account Management, installation and training teams, and after-hours support teams.
• Maintain accurate documentation of troubleshooting activities, customer communications, resolutions, and escalations.
• Participate in training, coaching, knowledge-sharing, and professional development opportunities.
• Continuously develop technical knowledge across POS software, hardware, networking, and related technologies.
• Identify opportunities to improve support processes, customer experience, and team efficiency.
• Follow company security, workplace health and safety, operational, and customer service policies and procedures.
• Demonstrate the company's values through teamwork, accountability, customer focus, continuous improvement, open communication, and pride in the quality of your work.

Qualifications:

• Previous experience in a Level 1 Help Desk, Service Desk, Technical Support, Application Support, POS Support, or similar customer-facing technical support role.
• Demonstrated Level 1 technical troubleshooting knowledge and the ability to diagnose common software, hardware, system, and connectivity issues.
• Experience supporting Point of Sale (POS) systems or hospitality/retail technology is highly desirable.
• Intermediate computer skills with a good understanding of software and hardware; basic networking knowledge would be an advantage.
• Strong customer service skills with the ability to communicate technical information clearly to non-technical customers.
• Excellent verbal and written English communication skills.
• Strong analytical and problem-solving skills with high attention to detail.
• Ability to manage multiple tickets, systems, and customer interactions while meeting competing deadlines and service-level requirements.
• Ability to accurately document technical issues, troubleshooting steps, resolutions, and escalations.
• Strong initiative, self-motivation, and the ability to work effectively with limited supervision.
• Proven ability to build and maintain positive working relationships with customers and internal teams.
• Comfortable working within structured processes while using sound judgement to identify when an issue requires escalation.
• Willingness and ability to work 11:00 AM–7:00 PM AEST on a rotating 5-day roster, including weekends.
• Flexibility to provide after-hours coverage when required, including extended shifts to cover team member leave.
• Commitment to continuous learning and developing technical knowledge as products, systems, and support processes evolve.
• Diploma or Degree in Information Technology, Computer Science, Information Systems, or a related discipline is advantageous but not essential.

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.