Customer Service and Help Desk (Software Support/Entry level IT)

About Ironbark

Proudly Australian owned and operated for over 40 years, Ironbark Software are providers of fully integrated enterprise resource planning (ERP) solutions. We work to consistently provide innovative services to medium to large sized growing businesses across a wide range of industries, focusing on supply chain integration throughout Australia and New Zealand.

Our service provision is wholly Australian based, and we work closely with our customers towards positive outcomes for their business.

With an inclusive and dynamic workplace, we support skill development and positive work culture.

The Role

You will provide the initial contact point for incoming customer queries and support requests, setting the tone for the relationships we build and nurture with our clients.

The successful applicant will be responsible for the receipt and acknowledgement of incoming service requests, gathering of information necessary for actioning requests and guiding customers through initial troubleshooting steps to discover the impacts to their workflow and business operation.

To succeed in this role, you will have excellent verbal communication skills, a keen desire to assist, the ability to manage multiple priorities and an eye for detail. Your proactive approach to understanding client needs will add measurable value to our service delivery objectives and fit well with our organisation's culture.

You will have a healthy appetite to learn new technologies and be comfortable working with customers over the phone.

Full training is provided and once you are comfortable in the role, Hybrid working is available.

This role has the potential to develop your skills in analytical thinking, business understanding and analysis, IT support and high-level customer service provision.

Your ability to relate to a wide range of people and guide them in software use is key to the role and a love of troubleshooting and investigating will seal the deal.

Ironbark is a friendly and inclusive workplace with room to grow your skills and contribution long-term within the business.

What we are looking for

A logical thinker with clear, concise communication abilities.

Excellent written and verbal communication skills.

A team player with a 'can do' attitude.

A commitment to learning, taking direction and continuous improvement.

MUST HAVE full working rights via appropriate current VISA to work full-time within Australia - and available to commence work in Brisbane within 2-4 weeks of being offered the role.

Qualifications

Formal IT degree not required but is desirable.

Commerce or Business Degree is beneficial but not required.

High school diploma or equivalent is required.

Key Skills & Qualities

Knowledge of basic computer systems and processes

An understanding of business workflow concepts and impacts

An interest or passion for technology and troubleshooting

Outstanding personal commitment to client service and outcomes

The ability to talk to a wide range of different people with differing levels of technological expertise regarding technical concepts

Excellent written and oral communication skills with the ability to explain technical concepts in plain English

Ability to solve problems independently

Ability to absorb and retain information quickly

A troubleshooting mindset, willing to explore, define & document issues parameters.

Desirable Experience and Skills

Understanding or experience in resource management, CRM, logistics, fresh food, distribution, stock management, accounting/finance or retail systems is beneficial.

Experience delivering IT support remotely.

Past Customer Service/Support experience is highly regarded.

Finance/Bookkeeping/Payroll experience is highly regarded.

Applications

If you are ready to kick start your career with a business that prides itself on providing exceptional customer service and building resilient teams, then send your application in now!!

Applications will be assessed within 2-4 weeks, and you will be contacted within 2-6 weeks of applying if you are selected for the next stage of the application process.
If you have questions about the role or your application, please direct your questions to [email protected]

Applicants are asked to provide a current resume along with details/ evidence to support the above requirements of the role.

Please note that only applicants meeting the criteria outlined above will be contacted as part of the short-listing process.