Level 1-2 Customer Support

About the company

We exist to grow our customer’s business through our people and technologies. 

Worldsmart POS Solutions provide a complete retail ecosystem to our retailers, which has been built upon the passion, care and trust for over 30 years in the industry. Headquartered in Adelaide, we are a national business with offices across the country. We recognise that our people are our biggest asset, and we constantly create opportunities to help our team build a genuine career. At Worldsmart, we seek people who embody our core values of Honesty, Accountability, Collaboration, and Innovation. 

Position overview

We are excited to offer a newly created vacancy for individuals looking to build a career with a market leading technology company. We take pride in our proprietary software – which has recently been re-engineered – to set Worldsmart up for future growth, and more importantly allowing our retailers the opportunity to drive further efficiencies through new technologies, to help grow their businesses. 

As a member of our team, you will report to the National Support Manager and work closely with our Installations & Professional Services teams to deliver high quality, value-add solutions to our retailers. Demonstrating strong customer service skills through outbound phone calls, you will work collaboratively with like-minded individuals in our office to deliver timely and successful outcomes to our customers. 

We are searching for motivated individuals who can handle responsibilities both in a team environment and autonomously. Core responsibilities include, but are not limited to;

• Supporting the day-to-day activities and requirements of our customers retail stores’ software and solution infrastructure.
• Fielding national support calls and emailed tickets from our customers regarding our retail software and hardware solutions.
• Triage, update and resolve your assigned support tickets within SLA’s through the use of phones and Zendesk
• Seek to understand, replicate and/or collect the required information to analyse and resolve the reported issue, and escalate to our development team where appropriate. 
• Guide our retailers from initial query to resolution using simple language, whilst documenting troubleshooting methods and resolutions for future reference.

About you

Essential

• Demonstrated exceptional customer service skills, including use of phones.
• Reliable team player, with exceptional listening and collaboration skills. 
• Analytical and problem-solving skills.
• Commitment to honesty, accountability, collaboration, and innovation. 

Desirable 

• This is an entry level position and would suit someone who has worked in retail and combined with recent study/work in an IT environment.
• Previous experience operating retail or hospitality POS (Grocery Manager or SmartRetail highly regarded).
• Working knowledge of POS, computer systems and software.
• Experience in non-scripted support environment/non-traditional ICT role.
• Experience using Zendesk CRM.

What’s in it for you

• Part of a larger SA family-owned business
• Regular performance reviews, led by you and coached by management.
• Remuneration incentives to reward your effort and upskilling.
• Genuine internal career paths.
• Great comradery as part of a large and diverse team.
• Access to Employee Assistance Program.

How to apply

Applications to be addressed to Daniel Bedard – National Support Manager. Please ensure your application includes a cover letter addressing how you align with our needs & values, along with a copy of your resume directly via SEEK.