BuRPS, now proudly part of the Banyan and Worldsmart Groups, are seeking a dedicated Technical Support Officer to join our team. This dynamic role combines technical software support with customer service and training, focusing on our time and attendance software which has been tailored primarily for the retail industry.
You will be the first point of contact for users experiencing software or system issues and will deliver expert advice to ensure our clients get the most from our solutions. This is a client-facing, problem-solving, and relationship-building role that is crucial to our ongoing success.
Key Responsibilities
* Provide Level 1 and Level 2 support for our Budgeting, Rostering and Payroll Software (BuRPS) via phone, email, and remote access tools.
* Troubleshoot software errors, configuration issues, and system faults, escalating complex issues to the development team as needed.
* Document and track support tickets using our CRM.
* Proactively monitor systems for potential issues.
* Assist with client onboarding and ongoing product education.
* Create and maintain training materials, FAQs, and user documentation.
* Diagnose and resolve hardware, software, networking, and database-related problems.
* Work with third-party vendors to coordinate resolution of technical issues.
Required Skills & Experience
* Strong understanding of software troubleshooting techniques.
* Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical users.
* Proficient in Windows environments, Microsoft Office (Word, Excel, Outlook), and basic DOS command line.
* Strong customer service mindset and interpersonal skills.
* Proven ability to manage time and prioritise support requests effectively.
Desirable Qualifications & Knowledge
* Post-secondary education in IT, Software Engineering, Computer Science, or a related field.
* Competency in using CRM systems and remote support tools (e.g. Team Viewer, AnyDesk).
* Basic understanding of MySQL or relational databases of advantage.
* Customer service or management experience within the retail industry.
* Knowledge of ITIL practices or similar service frameworks.
* Experience with programming languages such as PHP, HTML & JavaScript.
Why Join Us?
This is an exciting time to join BuRPS as we grow under the Banyan and Worldsmart banners. You'll enjoy a collaborative team environment, diverse responsibilities, and the opportunity to directly impact customer satisfaction and business efficiency.
In addition, you will have the opportunity to:
* Work remotely (most of the time – must be able to attend the Caloundra or Brisbane office when required)
* Be part of a large, international organisation whilst enjoying the collaboration of a small team
* Access benefits such as a staff training fund, volunteering leave and paid parental leave
How to apply
Please submit a copy of your resume directly via SEEK.
To be considered for this position you must:
* Have full working rights in Australia with no limitations.
* Successfully complete a background check with no criminal record.
* Be able to attend the Brisbane or Caloundra Office as required (at your own cost)
* Have a valid driver's licence.