Level 1 Support Officer
We are looking for a Level 1 technical support staff member. Available for rotating rosters which includes evening and weekends.
Summary about this job
Help Desk & IT Support
Company: IMPOS SOLUTIONS INTERNATIONAL PTY LTD
Location: Melbourne
Work type: Full Time
Salary: Up to $45k plus super
Phone: +61-3-1810-5127
Fax: +61-8-6493-4645
E-mail: n\a
Site: n\a
Detail information about job Level 1 Support Officer. Terms and conditions vacancy
About Impos
Impos is one of Australia's leading software development companies. We specialise in hospitality point of sale (POS) software and hardware. We are looking for dynamic and driven individuals to join our Melbourne - based Technical Support Team. If you like working in a team environment with a fantastic company and culture, then this is the role for you! The customer - facing roles involves IT, software, hospitality and innovation.
About our Clients
Impos services all segments of the hospitality industry including restaurants, cafes, bars/nightclubs and wineries. The successful applicant will have a proven ability to explain technical issues in basic, 'plain English' terms and have excellent written and verbal communication skills.
Service is paramount to the success of our company and also our customers' operations. It is essential for our team to build fantastic rapport and trust with our customers, and satisfy their needs and requirements in a timely manner.
About the Role:
Responsibilities include:
- First point of support over a variety of channels (including phone, SMS, email and chat)
- Documentation of case interaction
- Resolution of cases where possible within SLA
- Generation of knowledge base
- Clearly define the needs of customers
- High quality and frequency of communications to customers
- Good knowledge of Impos and its products (in-house training will be provided)
- Scheduling upgrades of the Impos system
- Working a rotating roster that includes weekends
Core Skills:
- Excellent written and verbal communication
- Troubleshooting
- Conflict management skills
- Good understanding of networking systems
- Good understanding of software systems
- Good understanding of hardware systems
- Experience with remote support (teamviewer preferred)
- Basic understanding of MSSQL
- Good understanding of Windows OS environment
- Polite and helpful nature
The following skills/experience will be highly regarded:
- Experience within a high volume call centre environment
- Application support experience
- Previous work in hospitality (bar, cafe or restaurants)
- Experience using point of sale systems, especially ImPOS would be a definite advantage
To apply for this role, send us your latest CV and a cover letter today!