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Level 1 Support Officer

Full Time
QLD, Brisbane
Posted on 15.05.2017
AUD 50000.00 -> 55000.00 Per year

Permanent role with ASAP start
Make an impact with a rapidly growing company
Join a notably enthusiastic team of IT support staff

  • Permanent role with ASAP start
  • Make an impact with a rapidly growing company
  • Join a notably enthusiastic team of IT support staff

Our client is a rapidly growing company producing Point of Sales (POS) systems to the retail and hospitality industries. Due to a team member moving interstate, they are looking for a unique Level 1 Support Officer that can bring the skills and enthusiasm necessary to wow clients.

The primary responsibility of the role is to remotely support the POS hardware and software supplied by the client. There will also be responsibilities in answering and logging inbound calls, providing a high level of service in resolving queries and issues surrounding the product.

This isn't your ordinary Level 1 role.

Candidates with previous experience in POS, Salesforce and Java will be favoured for this role.

  • Acknowledge and deal with Client queries received through the Support mailbox.
  • Provide high quality, consistent and reliable support on all aspects of the product suite at all times, whether in the office or onsite.
  • Resolve, or assist in the resolution of Client issues, through effective questioning, negotiation and conflict management, and using the correct policies and procedures.
  • Ensure a high level of Client service and satisfaction is achieved throughout the process.
  • Investigate, replicate or test problems and queries to resolve open cases.
  • Troubleshoot, document and refine internal processes, including creating and/or maintaining articles for the Knowledge Base.
  • Update and maintain salesforce, accurately recording cases and times.
  • Meet or exceed established KPIs in SLAs, e.g. call answer times, average talk time, case closure, etc.
  • Maintain the salesforce database. Ensuring the client's details are kept up to date and that client data is protected and confidentiality is maintained at all times.
  • Complete ad hoc tasks as requested by the Client Services Manager.
  • Proactively participate in regular team meetings with departmental staff.

Personal Characteristics Required:
  • High degree of Customer care with the ability to instil confidence in others.
  • High degree of self-motivation with the ability to work independently and to effectively manage and prioritise work
  • Enthusiasm and energy
  • Honesty and integrity
  • Goal orientation

To submit your application, please apply online using the appropriate link below. Alternatively, please contact Pablo Calaby through email on, quoting Ref No: 4B/25690.

Your interest will be treated in the strictest of confidence.

How to Apply?

Click on the link below

Click here for more information about this job

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