Technical Support Representative

Teamified Introduction:

Teamified works with top enterprises and digital native businesses in Australia helping them build their remote teams in India, Philippines and Sri Lanka. We pride ourselves with hiring great teams to work on exciting game changing technology. Teamified currently has 200+ engineers, testers, product managers etc. working across 20+ partners. We focus on uplifting the way organisations build and manage their remote teams through great working relationships, trust, integrity, culture and hiring processes. Additional to this we are building our own technology product offerings. We strive to deliver the best outcomes for our customers, our partners and our people.

About our Client:

Our client is a leading full-service payments and technology provider, driven by in-house research and development, product innovation and enhanced data security. Their purpose is to help streamline their clients' cash management and reporting processes with their suite of solutions that are designed to deliver significant time and cost savings. With over 20 years industry experience, our client leads the way in providing secure payments and technology solutions tailored for hospitality, gaming, retail and financial industries. Their products are world class yet developed with a localised lens and expertise, ensuring they are relevant for their respective jurisdictions. Trusted by over 4,500 businesses, our commitment to compliance, integrity, and support for our clients is unwavering. With their accessible 24/7 local support team, you'll always speak with real humans who understand your needs and provide timely assistance. Plus, their dedicated Business Development Managers provide personalised support at every stage, ensuring peace of mind as you use their secure and purpose-built solutions.

Short Description:

We are seeking a motivated and customer-focused Technical Support Level 1 professional to join our team. The ideal candidate will have strong technical troubleshooting skills, a high level of attention to detail, and the ability to communicate effectively with both technical and non-technical stakeholders. You will provide first-level support, assist in resolving technical issues, and contribute to delivering an exceptional customer experience.

Key Responsibilities:

• Provide first-level technical support via phone, email, and ticketing system.
• Diagnose and troubleshoot hardware, software, and network-related issues.
• Escalate unresolved issues to Level 2 or relevant technical teams when necessary.
• Maintain accurate records of issues, resolutions, and follow-up actions in the ticketing system.
• Assist with the configuration, installation, and maintenance of IT systems and applications.
• Collaborate with team members to ensure timely resolution of support requests.
• Deliver clear and concise technical information to non-technical users.
• Proactively follow up with customers to ensure satisfaction with the resolution.
• Contribute to the creation and updating of knowledge base articles and technical documentation.
• Support colleagues by sharing technical knowledge, skills, and best practices.

• Minimum 1–2 years' experience in a Level 1 Technical Support or similar role.
• Basic to intermediate understanding of networking, operating systems, and common business applications.
• Familiarity with ticketing systems and remote support tools.
• IT-related certifications (e.g., CompTIA A+, Microsoft MTA/MCP) are an advantage but not required.
• Strong customer service orientation with a professional and approachable manner.
• High attention to detail and accuracy in work.
• Effective communicator with strong stakeholder management skills.
• Proven Level 1 support skills with exposure to some Level 2 technical support tasks.
• Understanding of payment systems (preferred but not essential).
• Excellent troubleshooting and problem-solving abilities.
• Able to work effectively both independently and within a team environment.
• Strong communication skills (written and verbal) with negotiation and interpersonal strengths.
• Ability to manage multiple tasks, prioritise effectively, and meet deadlines.
• Highly organised with excellent coordination skills.
• Ability to share knowledge and train colleagues as needed.
• Commitment to efficiency, initiative, and consistent high-quality work.
• Professional personal presentation suitable for a customer-facing role.

Benefits:

• Flexibility in work hours and location, with a focus on managing energy rather than time.
• Access to online learning platforms and a budget for professional development
• A collaborative, no-silos environment, encouraging learning and growth across teams
• A dynamic social culture with team lunches, social events, and opportunities for creative input
• Health insurance
• Leave Benefits
• 13th Month

If you possess the required skills and are eager to contribute to our team's success, we encourage you to apply for this exciting opportunity. Apply now