AddressAbout us…
We are passionate about delivering the latest software and tech to our growing customer base across the UK, US, Europe & Australia. With our Insight Driven and Frictionless Commerce cloud-based applications serving an incredibly diverse range of Retailers, we have become one of the UK’s best innovators, winning numerous awards (including the IT Europa SaaS Awards & UK Cloud Awards) along the way.
In 2023 Cybertill expanded into Australia, providing a unique opportunity for you to join an exciting new venture into the retail and charity sector here in Australia. This new role will report to the Service Desk Manager providing remote technical support relating to our customer’s software, hardware system and database issues.
With our 21 years of experience providing a one stop shop including software, hardware, payments, services and telecoms to over 10,000 retail and charity locations we recognise the power of living and breathing our values by being passionate, agile, supportive and professional at every turn.
Work somewhere where your passion and ideas get brought to life, but more importantly get you noticed. Get ahead and join a team who have your back and drive you forward, every day.
The Role...
Our customers and their consumers deserve the best experience. Cybertill operates a customer centric product and services model which needs people to go above and beyond when responding to our customer’s needs when using our product.
We are looking for an inspiring 1st Line Service Desk Agent to provide the best technical support to our retailers and charities to join our team in Melbourne.
As a pivotal member of our small yet dynamic team based in Australia, you'll find yourself immersed in a diverse array of tasks, ranging from on-phone, remote client support, client-facing responsibilities to the continual refinement of our internal processes. This role transcends the traditional confines of a standard helpdesk position, demanding adaptability and a proactive mindset as we navigate the evolving needs of our expanding client base.
Flexibility is key; as we onboard new clients and tackle new challenges, you'll be expected to embrace change and pivot seamlessly to meet the demands of our business. Our team prides itself on its friendly and inclusive atmosphere, and we're seeking a candidate who not only possesses the requisite skills but also embodies our values of collaboration and support.
What you will do…
- Take ownership of customer support issues logged via email and telephone to quickly diagnose and resolve them.
- Strive to meet all SLA’s set with our customers and work under pressure and within strict timescales.
- Always use our knowledge base for a first-time fix for our customers.
- Ensure tickets being passed to second line have sufficient detail.
- Think and operate pro-actively and highlight patterns to avoid reoccurring issues.
- Doing investigative work with customer’s accounts to find the best solution for all parties.
- Be keen enough to self-learn aspects of the company product and hardware
- Have eagerness learn new IT and customer service skills/techniques.
- Utilising several in-house and external systems.
What you will need…
- Excellent customer service skills and customer empathy.
- Strong ability to problem solve and fault find issues.
- Great interpersonal and relationship management skills.
- Possess outstanding communication skills, with the ability to build instant customer rapport.
- Have confidence when being confronted with new systems (we use lots).
- Work closely with other departments to drive continuous improvements
- Good general IT software and hardware skills to enable both hardware and software support.
What other skills we need…
It isn’t just about what you know, it is just as important to us about how you do it.
You will be:
- Empathetic
- Self Aware
- Results focused
- Team focused
- Service orientated
- Innovative & Passionate
- An excellent communicator (Happy to present to internal teams and customers frequently)
- Focused on the importance of a good user experience, and a customer-obsessed ethos
Please Note: full training will be given in all technical areas of the role so if you have a great work ethic, are keen to learn and progress, then please apply for this fantastic role.
Your Qualifications…
Any Customer Service or IT qualification (ITIL Foundation or higher) would be beneficial.
Who you will work with…
The job role reports to the Service Desk Manager. The role is very likely to require liaising with all internal departments within the business in both Australia and the UK so the ability to own issues and build internal relationships is vital.
Our Work Environment...
Our Head Office is located in Liverpool, UK and we care about how the job is done, not necessarily where it is done! Initially we expect candidates to complete training at our new Collingwood location. Once training is complete we are happy to explore all flexible and remote working practices that suit us both, but we still enjoy seeing our customers face to face from time to time!
What you will get….
- Competitive Salary
- Up to 25 days annual leave
- Superannuation
- Flexible Working Hours
- Friday afternoons dedicated to Innovation & Learning
- Unlimited Udemy access to over 3,000 courses
- Protected wellbeing time
- Great, supportive working environment
Our promise to you is that your hard work will be recognised and celebrated. We have a Teams channel for shoutouts, Weekly Town Hall’s to communicate our challenges and successes, rewards for Innovation and living our values, and a much-acclaimed Annual BBQ catered for by the Directors (well it can’t all be good!)
