Teamified
Tech / AI / Software
TechnicalSupportEngineer
Neural analysis suggests this role is
optimal for Mid+ candidates.
“Technical Support Engineer at Teamified. Skills: high-quality remote support, timely issue resolution, service excellence, minimizing disruption to client operations, proactive system tasks. 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”
What You'll Achieve.
timely issue resolution; service excellence; minimizing disruption to client operations; Maximize first-call resolution to reduce repeat issues
Industry & Context.
analytical and problem-solving skills; Troubleshoot POS-related issues
What They're Looking For.
Must Have
Level 1 technical knowledge (software, hardware, networking), Ability to work independently with minimal supervision, Excellent English communication skills (verbal and written), analytical and problem-solving skills, Ability to multitask across multiple systems efficiently, High attention to detail and time management, Calm and composed under pressure in critical situations, Self-motivated and proactive mindset
Nice to Have
Certificate or Diploma in Information Technology, Prior experience in helpdesk or technical support roles
What You'll Do.
Act as the first point of contact for clients via phone
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
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
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
Participate in training and professional development initiatives
Uphold company values and deliver a high standard of customer service
performing proactive system tasks
including software upgrades and maintenance activities during assigned shifts
How You'll Work.
Team & Collaboration
Collaborate effectively with team members across different time zones; Coordinate with Melbourne team and other internal teams for escalations
Communication Scope
Excellent English communication skills (verbal and written); Maintain professional and clear communication
Full Job Description
**About our Client:** Our client has been developing point of sale (POS) software and payment solutions since 2006 and is an Australian market leader in delivery of end-to-end software, hardware, payment and integration solutions for the Hospitality industry. Their services include all hospitality venue types including high-end restaurants, wineries, bars, pubs, hotels and bottle shops. Our client remains a fast and nimble business that moves quickly to provide innovative solutions, including their own payments platform designed to enhance the customer experience at every touchpoint. They now provide a one-stop-shop POS and Payments solution allowing us to eradicate outdated monthly fees. **About Teamified** Teamified is a talent partner helping companies build exceptional remote teams across IT, software, product, and digital innovation. We collaborate with leading enterprises and fast-scaling tech businesses worldwide to help them access world class talent and accelerate growth. With operations across the globe our mission is to make building high performing global teams simple, fast, and cost-effective. Teamified has hundreds of clients with more than 200 engineers, testers, product managers, designers, and technology experts delivering impactful solutions every day **About the Role:** The Support Technician is responsible for delivering high-quality remote support to our Clients Solutions, ensuring timely issue resolution, maintaining service excellence, and minimizing disruption to client operations. The role also involves performing proactive system tasks, including software upgrades and maintenance activities during assigned shifts. **Key Responsibilities:** ### **1. Support** * 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 c
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