Support Technician – L1
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Job Description
Level 1 POS support technician serving Australian hospitality technology clients remotely from India. Troubleshooting software, hardware, connectivity, and customer support issues across phone, email, SMS, and chat.
Responsibilities:
- 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
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