Punterstech is a software scale-up created to deliver full platform, end-to-end, solutions for the Australian wagering industry. We are looking for a Support Analyst to be responsible for managing the middle ground between our product and our clients. Skilled in dealing with customers, issue resolution, application testing, and documentation, you will also be well versed in betting and sport.

Qualifications & experience

Experience in a support focused role dealing with clients via messenger, phone and email

Experience in creating customer-facing documentation

Experience in testing front end applications

Knowledge of betting and sport

Knowledge of application performance problems (desirable)

Previous experience supporting a tech B2B company (desirable)

Tasks & responsibilities

Work with Pt team as a key point of contact to onboard and operate new and existing platform partners

Engage with clients to troubleshoot issues: data, system or API related

Work with our development team to ensure the scoping and prioritization of tickets meets customer expectations

Liaise with team members to help coordinate the rollout of new functionality by testing products as a SME

First contact resolution - proactively onboarding and advising on best practice

Be on the front foot with communication, to ensure all stakeholders are up to date

Monitor the quality and performance of client applications

Propose and implement new tools, best practices and methodologies

Maintain high levels of professionalism, customer service and performance

Benefits

Flexible Work Hours - rostering based around major racing and sports calendar primarily Wednesday - Sunday

Inner City location

Collaborative and innovative team environment.

Continuous learning and professional growth opportunities.