About Us

Join our collaborative team as a Software Support Specialist, providing product support for our Ecommerce customers. If you're customer-focused, tech-savvy and enjoy problem-solving, we’d love to hear from you!

Based in Hobart, Tasmania, Myfoodlink is the leading independent online shopping platform for grocery and liquor in Australia and New Zealand. Our platform powers hundreds of online stores for groups like Bottlemart and FoodWorks, as well as many individual IGAs and specialty food stores. You will be part of the friendly, growing team based in our stylish, top-floor Hobart office.

This role is 100% office-based, with customer communication via phone, email and virtual meetings.

This role will suit a self-directed, analytical person with great communication skills, who will work closely with our customers and the wider team.

About The Role

We are looking for an Ecommerce Customer Support Specialist to join our dynamic team. In this role, you will provide product support to our customers, helping them resolve technical issues and optimise their online sales.

Provide support to customers via support desk, by email, Zoom and phone calls

Diagnose and troubleshoot technical challenges

Follow documented business processes to onboard customers to new features

Take responsibility for store group ecommerce and other feature roll-outs

Build your own knowledge and understanding of our in-house ecommerce platform

Work closely with Level 2 Support and Development teams, by escalating issues and providing clear, detailed information to assist in case resolution

Liaise with external marketplaces to resolve any incidents or issues that may occur on their side

Experience, Skills, and Qualities Required

3+ years of proven experience in software & Ecommerce customer support

Ability to quickly form a solid understanding of new concepts and technologies

Close attention to detail, strong problem-solving skills and ability to diagnose technical problems

Adept at communicating technical concepts to non-technical users

Truly excellent written and verbal communication skills in English

Excellent organisational and time management skills, with the ability to handle multiple assignments and meet agreed deadlines

Ability to work well with others in a close team environment

Proactive when taking responsibility for, and ownership of, tasks assigned

Experience with Mac computers preferred

Familiarity with support desk software such as Freshdesk, or equivalent platforms

Australian citizens or permanent residents preferred.

If this role sounds like a good fit for you, we look forward to hearing from you.