Act as the first point of contact for clients via phone, SMS, email, and chat
Troubleshoot POS-related issues in line with internal processes and guidelines
Maintain professional and clear communication while adhering to SLAs
Resolve Level 1 support issues and escalate complex cases to Level 2 or management
Log, prioritize, and manage tickets accurately in the system
Maximize first-call resolution to reduce repeat issues
Escalate critical issues and customer complaints promptly
Provide detailed shift handover notes to the incoming team
Document all incidents, resolutions, and pending issues clearly
Coordinate with Melbourne team and other internal teams for escalations
Provide basic guidance and training to customers when required
Identify and assist with sales orders for hardware/software needs
Collaborate effectively with team members across different time zones
Participate in training and professional development initiatives
Uphold company values and deliver a high standard of customer service

Flexibility in work hours and location, with a focus on managing energy rather than time.
Access to online learning platforms and a budget for professional development
A collaborative, no-silos environment, encouraging learning and growth across teams
A dynamic social culture with team lunches, social events, and opportunities for creative input
Health insurance
Leave Benefits
Provident Fund
Gratuity

Technical Support Engineer

Key skills