Retail POS & e-Commerce Helpdesk Pro

Megabus Software Pty Ltd; City of Melbourne; On-site; AUD 60,000 - 80,000; Full time

Job summary

Megabus Software Pty Ltd in Melbourne is seeking a Helpdesk Support Analyst to be the first point of contact for technical support for Megabus customers. You will diagnose and resolve software and hardware issues across the Marlin suite, including POS, inventory and back-office functions.

You will guide users through solutions, log requests, maintain SLAs and collaborate with Sales, Development and Systems teams to improve usability and customer satisfaction.

Qualifications

• Strong knowledge of Windows operating systems and troubleshooting
• Experience with ticketing systems and remote support tools
• Excellent problem-solving skills with strong attention to detail
• Strong written and verbal communication; ability to explain tech to non-technical users
• Experience in automotive, point of sale, retail or e-commerce environments

Responsibilities

• Provide first-level technical support to licensed users via phone and email
• Diagnose and troubleshoot software and hardware issues, escalating when needed
• Guide users through step-by-step solutions across Marlin workflows (POS, inventory, pricing, back-office)
• Log, track and document all requests and resolutions in the ticketing system
• Ensure issues are resolved in line with SLAs
• Maintain records of recurring issues to identify patterns and suggest long-term fixes
• Develop and maintain user guides, FAQs and knowledge base articles
• Share customer feedback with development and product teams to improve usability
• Monitor software systems for performance issues, downtime or errors
• Maintain professionalism and empathy when supporting users

Skills

Windows OS

Ticketing systems

Remote support

Customer service

Problem solving

Communication

Time management

POS/e-commerce experience

Business apps

Tools

Remote support tools

Job description

Megabus Software Pty Ltd in Melbourne is seeking a Helpdesk Support Analyst to be the first point of contact for technical support for Megabus customers. You will diagnose and resolve software and hardware issues across the Marlin suite, including POS, inventory and back-office functions.

You will guide users through solutions, log requests, maintain SLAs and collaborate with Sales, Development and Systems teams to improve usability and customer satisfaction.