Helpdesk Operator - Bookings

Amtek Corporation; City of Melbourne; On-site; AUD 34,000 - 44,000; Part time

Benefits offered by this job

Collaborative team environment

Casual role with potential to move to

Training and development opportunities

Fun and dynamic workplace

Recognition and rewards program

Flexible work arrangements

Job summary

Amtek is seeking a proactive Helpdesk professional for a casual role across Australia. You will manage inbound and outbound calls from merchants and customers, scheduling EFTPOS terminal installations, upgrades and decommissions on behalf of banks and payment providers.

You will confirm site details, maintain accurate records in the CMS, coordinate with technicians and supervisors, and provide first-class customer support while meeting client expectations and SLAs.

Qualifications

• Experience delivering exceptional customer service over the phone.

Responsibilities

• Make outbound calls to merchants to book EFTPOS terminal installations, upgrades, swaps and decommissions.
• Confirm site details, trading hours, site contacts and access requirements up front.
• Schedule appointments in the Client Management System (CMS) and liaise with field resources and Supervisors.
• Follow up unreachable merchants, rescheduled visits and failed jobs to meet SLAs.
• Be a first point of contact on inbound queues - answer calls and emails from merchants, Customers and Technicians.
• Provide guidance and support to Technicians and Contractors.
• Assist with adhoc reporting duties.
• Keep excellent notes in the CMS with accurate records.

Skills

Customer service

Outbound calling

Appointment scheduling

Dispatch coordination

Time management

Attention to detail

Verbal and written communication

EFTPOS knowledge

Technical troubleshooting basics

Ticketing platforms

Tools

CMS

Ticketing platforms

Scheduling platforms

Job description

Amtek is a dynamic company delivering high-quality maintenance services to retailers, payment providers, and ticketing system suppliers across Australia. Our expertise ensures the seamless operation of technical equipment for some of the country’s most well-known organisations. Our strong “can-do” attitude and commitment to excellence drive our success and consistently achieve 100% client advocacy.

About the role:

Our Helpdesk team is the voice of Amtek to merchants right across Australia. Working on behalf of several major banks and payment providers, you’ll be on the phone to merchants scheduling the installation, upgrade and decommission of EFTPOS terminals - making sure the right technician is at the right site at the right time. You’ll also take inbound calls and emails from merchants, Customers and Technicians who need help.

This is a casual position with genuine potential to move to full-time for the right person.

Make outbound calls to merchants to book in EFTPOS terminal installations, upgrades, swap-outs and decommissions on behalf of our bank and payment provider Clients.

Confirm site details, trading hours, site contacts and access requirements up front, so every job is right the first time.

We have a small close-knit team, so helping each other and monitoring booking queues is key to ensuring we meet our Clients’ expectations.

Schedule appointments in our Client Management System (CMS) and liaise with Field resources and Supervisors to match jobs to available technicians.

Follow up unreachable merchants, rescheduled visits and failed jobs, keeping bookings moving to meet our Clients’ SLAs and rollout deadlines.

Be a first point of contact on our inbound queues - answering phone calls and emails from merchants, Customers and Technicians and bringing your best customer focus to every call.

Provide guidance and support to Technicians and Contractors.

Assist with adhoc reporting duties.

And of course, you’ll need to keep excellent notes in the CMS - accurate records are everything on a rollout.

About You:

A confident phone manner and a proven background in providing exceptional customer service over the phone.

Experience in outbound calling, appointment setting, scheduling or dispatch will be highly regarded.

Ability to adapt quickly to changing schedules, cancellations and Client priorities, to ensure customer service expectations are maintained.

Excellent time management skills, with the ability to multi-task and work autonomously in a fast-paced environment.

High attention to detail is a must - an incorrect address or trading hour means a wasted technician visit.

Self-motivated and resilient - not fazed by voicemail, gatekeepers or a busy call list.

Strong problem-solving skills and the ability to work through a busy call list without losing the personal touch.

Excellent verbal and written communication skills.

A basic understanding of EFTPOS or payment terminals would be highly regarded

Intermediate technical troubleshooting skills will be highly regarded.

Previous experience with ticket management or scheduling platforms would be advantageous

What We Offer:

Collaborative and supportive team

Casual role with genuine potential to move to full-time

Training and professional development opportunities

Fun and dynamic workplace

Recognition and rewards program

Flexible work arrangements to support work-life balance