Hybrid System Integration Support Specialist

MessageXchange; Melbourne; Hybrid; AUD 70,000 - 90,000; Full time

Benefits offered by this job

Hybrid work

Central CBD location

Job summary

MessageXchange is seeking a System integration customer support officer to join our team. The role provides level 1 and 2 support for customers, troubleshooting issues, guiding users through product features and resolving queries via email, chat and phone.

You will handle tickets end-to-end, contribute to knowledge bases, and collaborate with technical teams to drive product and process improvements. Hybrid work from a central CBD location is available.

Qualifications

• At least two years' experience in a system integration role.
• Background in EDI, B2B integration or workflows involving EDIFACT, X12, XCBL or similar standards.
• Experience troubleshooting issues across different platforms or environments.
• Good understanding of data formats such as XML, JSON or CSV.
• Experience using ticketing or CRM systems.
• Strong written and verbal communication skills.
• Experience maintaining support documentation or creating customer-facing content.
• Experience with SuperStream or working with superannuation funds.
• Experience with eInvoicing, Peppol or Access Point services.
• Experience leading or mentoring others in a support environment.
• Experience improving processes or driving continuous improvement initiatives.
• Programming or scripting experience.
• Work with established products used by major Australian businesses and government.
• Be part of a supportive, collaborative team.
• Opportunities to grow into senior or leadership roles.
• Training on MessageXchange, Colladium, eInvoicing, SuperStream and EDI.

Responsibilities

• Respond to customer enquiries through email, chat and phone
• Troubleshoot technical issues, gather information and resolve or escape as needed
• Manage tickets in our support system, ensuring SLAs are met
• Document resolutions and contribute to our internal and external knowledge bases
• Identify recurring issues and work with our teams to improve our products and processes
• Keep up to date with new features and releases
• Help drive continuous improvement across the support function.

Skills

System integration

EDI / B2B integration

XML/JSON/CSV

Ticketing/CRM systems

Strong communication

Mentoring / leadership

Process improvement

Programming / scripting

Tools

CRM systems

eInvoicing platforms

SuperStream

Job description

MessageXchange is seeking a System integration customer support officer to join our team. The role provides level 1 and 2 support for customers, troubleshooting issues, guiding users through product features and resolving queries via email, chat and phone.

You will handle tickets end-to-end, contribute to knowledge bases, and collaborate with technical teams to drive product and process improvements. Hybrid work from a central CBD location is available.