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Level 1 Application Support (POS)

Full Time
QLD, Other
Posted on 21.11.2017


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 Application 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 and SQL will be favoured for this role.

Responsibilities:

  • 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 self-motivation with the ability to work independently and to effectively manage and prioritise work
  • Honesty and integrity
  • Goal orientation

To submit your application, please apply online using the appropriate link below referencing 4B/25777.

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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