[Hiring] Support Technician L1 @Teamified

Role Description

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 and troubleshooting according to established processes.
• Resolving issues within your technical capability.
• 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
• After-hours support teams

A key measure of success will be your ability to:

• Resolve customer issues efficiently.
• Increase first-contact resolution.
• Reduce repeat calls.
• 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.

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.

Requirements

• 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.

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.