First-Line IT Support Specialist - Retail EPOS

Valsoft Corporation; Melbourne; On-site; AUD 60,000 - 85,000; Full time

Job summary

Cybertill, part of Fluent Software Group under Valsoft Corporation, seeks a 1st Line Service Desk Agent to support customers across Australia and New Zealand. You will handle inquiries, diagnose issues, and guide users through troubleshooting for Cybertill’s cloud-based retail EPOS platform and related services.

The role emphasizes customer satisfaction, rapid resolution, and process improvement. You will contribute to knowledge resources and adopt AI/automation tools as they become available in

Qualifications

• Experience in a customer service, technical support, IT helpdesk or service desk environment.
• Strong verbal and written communication skills, including ability to explain technical concepts to non-technical customers.
• Willingness to learn new technologies, software applications and processes.

Responsibilities

• Act as the first point of contact for customer support enquiries by phone, email or service desk.
• Provide professional, customer-focused support and guide customers through troubleshooting steps.
• Diagnose and troubleshoot common software, hardware, connectivity and configuration issues.
• Escalate complex issues to second-line support with sufficient information.
• Maintain clear ticket notes and ensure timely updates within SLAs.

Skills

Customer service

Technical support

IT helpdesk

Communication

Problem solving

Tools

Zendesk

Job description

Cybertill, part of Fluent Software Group under Valsoft Corporation, seeks a 1st Line Service Desk Agent to support customers across Australia and New Zealand. You will handle inquiries, diagnose issues, and guide users through troubleshooting for Cybertill’s cloud-based retail EPOS platform and related services.

The role emphasizes customer satisfaction, rapid resolution, and process improvement. You will contribute to knowledge resources and adopt AI/automation tools as they become available in