Support Technician – L1

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Teamified

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2021

💼 Consulting

👥 HR Tech

🎯 Recruiter

Consulting • HR Tech • Recruitment

Teamified is a global talent powerhouse that specializes in connecting businesses to offshore talent. They offer a comprehensive platform that simplifies the hiring process by providing access to a diverse range of skilled professionals from multiple industries. With a focus on data security and a people-first approach, Teamified aims to reduce hiring times and costs while ensuring high-quality talent matches for organizations.

📋 Description

• 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

🎯 Requirements

• 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 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 and 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 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