Customer Service and IT Support

Lifestylepanel Pty Ltd; City of Brisbane; Hybrid; AUD 55,000 - 75,000; Full time

Job summary

Lifestylepanel Pty Ltd in Australia is seeking a Customer Service and IT Support specialist to be the first point of contact for customers, solving hardware and software issues and ensuring a positive experience.

Reporting to the Head of ICT, you will handle Level 1 and 2 tickets, provide on-site and remote support across the APAC region, and help build strong client relationships while contributing to monitoring systems and project work.

Qualifications

• Customer-focused with strong communication and patience.
• Ability to explain technical concepts to non-technical customers.
• Translate technical details into practical solutions and build relationships.
• Strong problem-solving and troubleshooting skills with attention to detail.
• Working knowledge of Linux systems and basic networking.
• Fast learner, adaptable to new tools and technologies.
• Able to work independently and in a team.
• Self-motivated and eager to learn and develop professionally.
• Strong time management and multi-tasking abilities.
• Valid driver's license and access to reliable transportation.

Responsibilities

• Provide Level 1 and 2 support to clients across the Asia Pacific region.
• Monitor and manage incoming Service Desk tickets.
• Communicate with customers via Service Desk, phone, and email.
• Escalate issues to senior team members when needed.
• Assist with warranty returns and shipping.
• Deliver on-site and remote product and technical support.
• Build and maintain strong customer relationships.
• Contribute to ongoing projects and routine business requirements.
• Create and maintain in-house management and monitoring systems.

Skills

Customer service

Communication skills

Problem solving

Linux basics

Networking basics

Learning agility

Teamwork

Time management

Driver's license

Tools

MariaDB

PostgreSQL

Go

Kafka

Grafana

Job description

About the Role: Customer Service and IT Support

You will play a vital role as the first point of contact for our customers, delivering outstanding service and support. Reporting directly to the Head of ICT, you'll be the friendly, reliable voice customers turn to when something isn't working: troubleshooting hardware and software issues, handling maintenance tasks, and making sure every interaction leaves a positive impression.

Key Duties & Responsibilities:

• Provide Level 1 and 2 support to clients across the Asia Pacific region.
• Monitor and manage incoming Service Desk tickets.
• Communicate with customers via our online Service Desk, phone, and email.
• Escalate issues to senior team members when necessary.
• Assist with warranty returns and shipping.
• Deliver both on-site and remote product and technical support to customers.
• Build and maintain strong, lasting customer relationships.
• Contribute to ongoing projects and routine business requirements.
• Create and maintain in-house management and monitoring systems.

What We Offer:

Join a small, friendly, and supportive team with a culture built on customer support excellence, knowledge sharing, and on-the-job training. This role offers a unique opportunity to gain hands-on exposure to cutting-edge hardware and software technologies, and to contribute to the development and testing of technologies designed in-house, including our management, monitoring, and customer-facing software.

Knowledge, Skills & Abilities:

• A genuine passion for customer service, with a friendly, patient, and helpful approach.
• Exceptional verbal and written communication skills, with the ability to explain complex technical concepts clearly to non-technical customers.
• Skilled at translating technical details into practical, customer-friendly solutions that build strong client relationships.
• Strong problem-solving and troubleshooting abilities, with a detail-oriented approach.
• Working knowledge of Linux systems and basic networking.
• A quick learner who adapts easily to new tools, systems, and technologies as the role evolves.
• Ability to work effectively both independently and as part of a team.
• Self-motivated, proactive, and eager to continuously learn and develop professionally.
• Strong time management skills, with the ability to prioritize and manage multiple tasks efficiently.
• Valid driver's license and access to reliable transportation.

Technical Proficiency (Highly Regarded):

Prior exposure to any of the following is highly regarded, but not essential. We're happy to help you build these skills on the job, provided you're keen to learn:

• SQL (MariaDB and PostgreSQL)
• Go
• Kafka
• Grafana

Applicants must have full Australian permanent work rights, with no restrictions, to be considered for this role.