Client support / Help desk analyst – Level 3
Empower clients and shape smarter systems with your expertise.
Sympac Solutions are seeking a highly motivated and experienced Client Support Analyst – Level 3 to join our vibrant help desk team based in Warragul, VIC. If you thrive in a fast-paced, client-focused environment and want to make a meaningful difference to small businesses across Australia, we'd love to hear from you.
About Us
At Sympac Solutions we've been delivering innovative ERP and business software solutions for over 30 years to industries including timber and hardware, construction, electrical and furniture retail, rural supply, and more.
As part of Constellation Software through its operating group Vella Software Group (Asia Pacific), we continue to operate with small business responsiveness while benefiting from the backing of a global enterprise.
Why Join Us?
* Enjoy a family-friendly workplace with real work-life balance.
* Be part of a close-knit and supportive team that values your input.
* Make a real impact by helping small businesses thrive.
* Access ongoing training and career pathways.
* Participate in a bonus scheme that grows with your tenure.
* Enjoy employee share purchase and assistance programs.
* Be part of a global software group opening doors for internal career paths.
If you are looking for a position that involves systems administration, hardware configuration, or networking, this role is not for you.
If you love solving software puzzles and helping businesses work smarter, you'll fit right in.
The Role
As a Client Support Analyst – Level 3, you will be the go-to technical expert for our client support team. You'll handle complex support tickets, provide mentorship to Level 1 and 2 staff, and play a key role in ensuring our ERP solutions deliver maximum value for our customers.
Key Responsibilities
* Troubleshoot and resolve complex software, data, process and business rule issues escalated from Level 1 & Level 2 support, ensuring timely resolution and high user satisfaction.
* Perform root cause analysis using SQL, log files, and system data to diagnose issues and improve future outcomes.
* Collaborate with development teams to replicate non-conformances, support testing, and contribute to ongoing product quality.
* Provide high-level support to key clients and business stakeholders, ensuring SLAs and support standards are consistently met.
* Assist in building internal tools, scripts, and diagnostics to streamline support processes.
* Provide expert support to key clients.
* Contribute to documentation and internal knowledge bases to enhance team efficiency and knowledge sharing.
* Participate in development and escalation meetings, offering insights from user support and system use cases.
* Lead or support continuous improvement initiatives, including process optimisation and mentoring junior analysts.
Qualifications & Experience
* Tertiary qualifications or equivalent experience in IT, Business Systems, or a related discipline.
* Strong ERP knowledge, including key modules such as POS, Finance, Inventory, and HR.
* 3+ years experience in a Level 2 or 3 support role, ideally within ERP or business-critical software systems.
* Candidates with less than 3 years experience may be considered if they demonstrate strong ERP system knowledge and relevant technical skills.
* Intermediate to Advanced SQL scripting skills for comprehensive data analysis and investigation.
* Experience working with ticketing and support platforms such as Autotask, Jira, Zendesk, or similar.
* Exposure to business operations within wholesale, retail, or finance sectors.
* Familiarity with accounting principles is an advantage.
* Valid Australian work rights are required for this position.
Skills & Attributes
* Excellent verbal and written communication skills, with the ability to explain technical information clearly.
* Strong stakeholder engagement and interpersonal skills.
* Analytical thinker with a structured approach to problem-solving.
* High level of initiative, ownership, and accountability.
* Customer-first mindset with a proactive and collaborative approach to support.
* Organised and adaptable, capable of handling multiple priorities in a dynamic environment.
* Committed to continuous learning, improvement, and mentoring others.
Make the Move
At Sympac, we live by our values: Dependable, Innovative, Bold, and Perceptive. If you're ready to level up your support career and want to work with a company that values your expertise, hit Apply Now and take the next step.
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