Support Technician L1
New
T
TeamifiedPoint of Sale
India, 11:00 AM–7:00 PM AESTFull-TimeEntry
Salary not disclosed
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Job Details
- Languages
- Excellent verbal and written English communication skills.
- Required Skills
- Customer serviceNetworkingTroubleshootingTechnical support
Requirements
- Previous experience in a Level 1 Help Desk, Service Desk, Technical Support, Application Support, POS Support, or similar role.
- Demonstrated Level 1 technical troubleshooting knowledge for common software, hardware, system, and connectivity issues.
- Experience supporting Point of Sale (POS) systems or hospitality/retail technology.
- Intermediate computer skills with a good understanding of software and hardware; basic networking knowledge.
- 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.
- Ability to accurately document technical issues, troubleshooting steps, resolutions, and escalations.
- Willingness 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 12-hour shifts.
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.
- Diagnose and resolve Level 1 technical issues within your capability and escalate complex incidents.
- Ensure all customer calls, incidents, and support requests are accurately logged, prioritised, and updated.
- Work within established Service Level Agreements (SLAs) and provide timely updates to customers.
- Deliver a high standard of customer service and maintain professional communication in every interaction.
- Provide basic system and product training over the phone or through remote support channels.
- Create sales orders for additional software or hardware requirements identified through customer interactions.
- Collaborate with Level 2 Support, Systems Administration, Customer Success, and Account Management teams.
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