Storeplay is Australia's leading provider of retail technology, powering sensory experiences - music, digital signage, scenting and queue management—through the world's only unified StoreplayOS platform and Retail Media Network. We partner with marquee retailers across ANZ and an expanding roster of global powerhouse brands.
We live and breathe music & technology in a culture that is honest, forthright and deeply collaborative. Together we aim to make a positive impact for our clients while pushing the industry forward.
Role Description
This is a full-time, on-site role for a Customer Support Representative located in Malvern, VIC. The Customer Support Representative will be responsible:
* Front-Line Support – Provide friendly phone, email and instant-chat help for clients across AU, NZ, Asia and the US.
* Diagnose & Troubleshoot – Remotely identify software or hardware issues, deliver clear work-arounds and outline realistic time-frames for a permanent fix.
* Ticket Ownership – Act as the customer's advocate from first report to resolution, collaborating with engineering and ops to meet our SLA targets.
* Media Player Management – Configure, ship and commission Storeplay media players; remotely monitor performance and escalate trends before they become outages.
* Hands-On Hardware – Build new units, test returned devices to determine root cause of failure, and feed insights back into product and process improvement.
* Continuous Improvement – Spot recurring issues, document playbooks and share learnings so the whole team can respond faster next time.
Previous Experience & Qualifications
* 2+ years of phone based Customer and Technical Support experience is essential
* Customer Support, Customer Service, and Customer Satisfaction skills
* Proven ability to troubleshoot and resolve customer issues
* Excellent interpersonal and problem-solving skills
* Ability to work effectively in an on-site environment in Melbourne, VIC
* A high school diploma or equivalent is required; further education in related fields is preferred
Seniority level
* Seniority level
Entry level
Employment type
* Employment type
Full-time
* Industries
Technology, Information and Media
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