System Integration Customer Support Officer

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

System integration customer support officer

MessageXchange is an Australian-owned technology company providing cloud integration services including electronic data interchange (EDI), eInvoicing, SuperStream and more to businesses and government. With customers ranging from major retailers to government agencies and financial institutions, we help organisations exchange data securely and efficiently.

About the role

We are looking for a Customer Support Officer to join our team. This role suits someone who enjoys solving problems, communicating clearly and making a positive difference to customers.You will provide level 1 and 2 support for MessageXchange and Colladium customers, helping them troubleshoot issues, understand our products and resolve their queries. You will work across email and phone, managing tickets end to end and ensuring the customer experience is smooth and efficient.

You will get hands-on with technical investigations, data analysis and platform behaviour, collaborating closely with our technical teams. You will also help improve our processes, documentation and customer-facing resources to ensure our support operations continue to evolve.

What you'll do

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.

About you

You'll be a strong communicator who enjoys helping people, solving technical problems and learning new systems. You stay calm under pressure, you organise your workload well and you take pride in delivering quality work.

Skills and experience we're looking for

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

Hybrid work and a central CBD location.

If this sounds like the right next step for you, we'd love to hear from you.