Software and Hardware IT Customer Support Position

Position Overview:
As a Software and Hardware IT Customer Support Technician, reporting directly to the Customer Service Manager, you will play a crucial role in maintaining our high standards of customer satisfaction. Your primary responsibilities will involve training and supporting our customers on the use of our software platforms and IT support for Hardware and Software. You will also manage support tickets, communicate effectively with customers to ensure timely resolution of issues, and attend installations and training sessions locally, interstate, overseas, and regionally if required.

Key Responsibilities:

·         Support clients as they learn to navigate our software.

·         Assist clients with troubleshooting Hardware and Software issues.

·         Document and Report Software issues to the Development team.

·         Efficiently manage and prioritize support tickets from phone calls and Zendesk, ensuring prompt and accurate responses.

·         Attend software and hardware installations locally, interstate, overseas, and regionally as required.

·         Provide exceptional customer service, maintaining a professional and friendly demeanour in all interactions.

·         Communicate clearly and concisely with customers and stakeholders, fostering strong relationships and ensuring a positive customer experience.

·         Availability for working on the rotating after-hours support roster. 

· Contribute to the team environment through sharing of knowledge through the knowledge base system

About Us:
GaP Solutions is a leading name in the retail point of sale (POS) and Back Office Systems market, with 29 years of experience and a rapidly growing customer base over the last decade. Our success is driven by our innovative approach to designing and developing POS software and integrating cutting-edge hardware. Our ‘can do’ culture distinguishes us as the top retail solutions provider, with unique offerings tailored for market-leading grocery retailers across Australia.

About the Role:
This is a dynamic role for a motivated, self-starting IT Support champion to provide high-quality support, training, and implementation services to our client base.

In this role, you will respond to client inquiries and resolve issues through our ticketing system, working closely with a diverse team of technicians and call desk operators.

You’ll also collaborate where needed with our software development team to ensure seamless support for our customers.

Key Requirements:

·         An understanding of the grocery retail business and comfort with software systems used to manage a retail environment, ideally with previous experience using or supporting GaP Solutions or other POS vendor software solutions.

·         An understanding of basic computer networking, EFTPOS integrations (Linkly, Quest or similar advantageous), general computer and POS peripheral equipment.

·         Very Strong communication and interpersonal skills, with the ability to engage with individuals at all levels via phone, email, or in person.

·         Ability to take ownership of challenges and assist customers through to a positive resolution.

·         A self-starter with excellent analytical and problem-solving skills.

·         A customer-focused mindset with a commitment to achieving high levels of satisfaction.

·         Quick learner with a proactive approach to personal and professional development.

·         Well-presented, confident, and polite demeanor.

·         Excellent time management skills and the ability to perform well under pressure.

·         Attention to detail, flexibility, and the ability to prioritize tasks effectively.

·         Eagerness to learn and adapt to new ideas and techniques.

·         Familiarity with MySQL or SQL databases is advantageous.

·         Understanding of Fuel systems (Enabler, PosTec, Doms) software integrations is advantageous.

·         Familiarity with or previous experience working within independent grocery brands such as IGA, Foodworks, Foodland, Local Liquor, Cellarbrations is advantageous.

· Experience conducting user training sessions on software applications for small groups is an advantage.