Customer Support & Implementation Representative

About the Role

The Customer Support and Implementation Representative delivers high-quality Level 1 and Level 2 customer support service, and supports implementation projects. The role requires a flexible and customer-centric approach, ensuring excellent support service while contributing to project success through implementation delivery activities. The role requires the ability to deliver support and project services across multiple regions including Australia, New Zealand, and Southeast Asia, with an expectation to perform some project work remotely and other engagements on-site as required (e.g. Go Lives, training, customer workshops).

What You Will Be Doing

As Customer Support & Implementation Representative, you will be required to:

• Provide Level 1 and Level 2 support to customers via phone, email, and ticketing platform, diagnosing and resolving software issues related to the company's DMS and associated applications
• Manage and escalate complex support cases in alignment with escalation pathways
• Maintain accurate records of customer interactions and troubleshooting steps in the service desk system
• Contribute to the development and upkeep of internal knowledge base articles and documentation
• Deliver project tasks such as system configuration, data validation, customer training, and UAT, and participate in remote and on-site project activities, including Go-Lives, workshops, and post-go-live support
• Collaborate with cross-functional teams to ensure successful project outcomes
• Provide feedback on customer needs and product functionality to relevant stakeholders
• Work closely with other support team members, implementation teams, and product specialists to share knowledge and best practices
• Identify recurring customer issues and recommend improvements to support processes and product features
• Participate in training sessions and enablement initiatives to upskill on products, services, and project methodologies

Skills, Qualification & Experience

• Strong knowledge of Dealer management Software (DMS), SaaS applications, and troubleshooting methodologies
• Proficiency with ticketing systems (Service Desk Plus, Jira Service Management, Zendesk, ServiceNow, or similar)
• Understanding of API integrations, SQL queries, and basic system configurations
• Ability to analyse customer issues and work with Product & Development teams for resolution
• At least 3 years in a customer support, technical support, or software implementation role
• Exposure to project environments, including onboarding or system upgrades, advantageous
• Bachelor’s Degree in Accounting or a relevant business discipline highly regarded

What We Offer You

• Career progression!
• A competitive salary (plus profit sharing and achievement Bonuses)
• The opportunity to make a significant impact in a growing and successful organisation
• Flexibility, including hybrid working and working from home
• The opportunity to work on many issues, from simple to complex
• A professional and supportive team with a can-do attitude
• Training and support

Next Steps

If you meet the above criteria and would like the opportunity to be part of a hardworking, fun team, then please submit your application with a covering letter as to the reasons why you would be a valuable addition to the team. Successful applicants will be required to have the appropriate working rights, and undergo relevant pre-employment checks including VEVO and police checks before employment is confirmed.

We look forward to hearing from you!