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. We are a national business with offices across the country, and a large national client base.   At Worldsmart, we seek people who embody our core values of Honesty, Accountability, Collaboration, and Innovation.  We recognise that our people are our biggest asset, and we create opportunities to help our team build a genuine career.

Position overview

We are looking for an “IT all-rounder” to join our National Support team in a Permanent Full-Time role, based at our Laverton North office in Melbourne VIC.

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 grow their business. 

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 collaborate with like-minded individuals in our office to deliver timely and successful outcomes to our customers. 

Duties/Responsibilities

We are searching for motivated individuals who can manage responsibilities both in a team environment and autonomously. Core responsibilities include;

• Supporting the operational 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 through the use of phones and Zendesk.
• Seek to understand, analyse, and resolve the reported issue, or 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

• 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.
• 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 

• 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
• Being part of a collaborative team with a commitment to continuous improvement.
• 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 apply online by submitting a cover letter along with your resume.