Helpdesk Support Analyst - POS, Retail & e-Commerce

Megabus Software Pty; City of Melbourne; On-site; AUD 55,000 - 75,000; Full time

Job summary

Megabus Software Pty Ltd is seeking a Helpdesk Support Analyst to become the first point of contact for technical support for our Megabus customers. You will diagnose, resolve or escalate issues across Marlin software and related hardware, while maintaining a strong focus on customer service and SLAs.

The role covers Windows troubleshooting, POS, inventory and back-office workflows, plus documentation creation and knowledge-base maintenance.

Qualifications

• Strong working knowledge of Microsoft Windows operating systems and troubleshooting methodologies.
• Proficiency in using ticketing systems and remote support tools.
• Excellent problem-solving skills with strong attention to detail.
• Strong written and verbal communication skills, with the ability to explain technical concepts to non-technical users.
• Ability to prioritise tasks, manage time effectively and take ownership of problems through to resolution.

Responsibilities

• Provide first-level technical support to licensed users via phone and email.
• Diagnose and troubleshoot software and hardware issues, escalating to higher-level support when required.
• Guide users through step-by-step solutions across Marlin workflows, including Point of Sale, inventory and pricing, and back-office functions.
• Log, track and document all support requests, incidents and resolutions within the ticketing system.
• Ensure issues are resolved in accordance with Service Level Agreements (SLAs).
• Maintain records of recurring issues to identify patterns and recommend long-term solutions.
• Develop and maintain user guides, FAQs and knowledge base articles.
• Share customer feedback and insights with our development and product teams to improve usability.
• Monitor software systems for performance issues, downtime or errors.
• Maintain a high level of professionalism and empathy when supporting users.
• Experience supporting business applications
• Experience in automotive, point of sale, retail or e-commerce settings

Skills

Windows troubleshooting

Ticketing systems

Customer service

Documentation

Remote support tools

Job description

Megabus Software Pty Ltd is seeking a Helpdesk Support Analyst to become the first point of contact for technical support for our Megabus customers. You will diagnose, resolve or escalate issues across Marlin software and related hardware, while maintaining a strong focus on customer service and SLAs.

The role covers Windows troubleshooting, POS, inventory and back-office workflows, plus documentation creation and knowledge-base maintenance.