Support Technician L1

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 They now provide a one-stop-shop POS and Payments solution allowing us to eradicate outdated monthly fees.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 We are looking for a customer-focused Level 1 Support Technician to provide high-quality remote, telephone, email, and chat support to clients using business-critical Point of Sale (POS) systems. As a Level 1 Support Technician, you will be one of the first points of contact for customers experiencing technical issues. You will be responsible for understanding the problem, troubleshooting according to established processes, resolving issues within your technical capability, and ensuring more complex cases are appropriately documented and escalated. This role combines technical troubleshooting with excellent customer service. You will work closely with Level 2 Support, Systems Administration, Account Management, Customer Success, installation and training teams, and after-hours support teams to ensure customers receive timely and effective assistance. A key measure of success will be your ability to resolve customer issues efficiently, increase first-contact resolution, reduce repeat calls, and maintain clear communication with customers throughout the support process. The role operates 5 days per week on a rotating roster, including weekends , with normal working hours of 11:00 AM–7:00 PM AEST . There may also be a requirement to provide after-hours coverage , including 12-hour shifts with appropriate breaks, when required to support team leave coverage. Key Responsibilities - Act as the first point of contact for customers across phone, SMS, email, chat, and other support channels. - Respond to incoming POS software, hardware, system, and connectivity issues and troubleshoot them according to established support guidelines and internal processes. - Diagnose and resolve Level 1 technical issues within your capability and escalate more complex incidents to the appropriate technical team. - Ensure all customer calls, incidents, and support requests are accurately logged, prioritised, updated, and escalated when necessary. - Work within established Service Level Agreements (SLAs) and ensure customers receive timely updates throughout the resolution process. - Deliver a high standard of customer service and maintain clear, professional, and empathetic communication in every interaction. - Aim to maximise first-contact resolution and reduce repeat customer calls and tickets. - Provide customers with basic system and product training over the phone or through remote support channels when required. - Create sales orders for additional software or hardware requirements identified through customer interactions. - Escalate customer complaints and significant service concerns to the Level 1 Team Leader or appropriate manager. - Collaborate effectively wit