Technical Customer Support Officer

Outcross Agri-Services Pty Ltd; Armidale; On-site; AUD 70,000 - 85,000; Full time

Job summary

Outcross Systems, based in Armidale, NSW, is seeking a Technical Customer Support Officer to join the support team. You will provide day-to-day technical and product support by phone, email and screen sharing, diagnosing issues, and guiding customers through solutions for on-premises and cloud applications.

You will work across software for saleyards and livestock producers, assist with hardware integration such as RFID readers and weigh scales, and participate in after-hours on-call duties

Qualifications

• Two years’ experience in customer service, support or similar role.
• Good communication and relationship-building skills.
• Sound understanding of IT environments, including networks and client hardware.
• Strong technical, analytical and problem-solving skills.

Responsibilities

• Respond to support requests promptly via phone, email and screen sharing.
• Investigate and resolve software, network and hardware issues.
• Provide Level 2 technical support across software platforms.
• Install, configure and update software on customer networks.
• Escalate complex issues to development or management when needed.
• Document solutions and maintain knowledge base content.
• Assist with testing of new features and product updates.
• Identify recurring issues and propose improvements.
• Translate customer needs into actionable requirements.
• Participate in after-hours on-call roster.
• Occasionally visit customer sites and attend field events.

Skills

Customer service

Technical support

Troubleshooting

Communication

Problem solving

Ticket management

Time management

Networking fundamentals

Support documentation

Team collaboration

Education

Undergraduate IT degree

Tools

Screen sharing

Job description

Technical Customer Support Officer

Full-time | Armidale, NSW

Are you technically minded, comfortable troubleshooting software and hardware, and genuinely interested in helping customers solve problems?

Outcross Systems develops and supports software for the Australian livestock industry. We are seeking a Technical Customer Support Officer to join our support team and provide knowledgeable, practical assistance to our customers.

About the role

You will provide day-to-day technical and product support by telephone, email and screen sharing. You will investigate and diagnose issues, guide customers through solutions, and ensure support requests are managed efficiently.

You will work across software products for both saleyards and livestock producers, supporting our current on-premises systems in networked environments, and the future roll-out of next generation cloud applications. You will also help customers connect hardware including RFID readers, weigh scales and other devices used in the production, care and sale of livestock.

Your responsibilities will include:

• Responding to customer support requests in a timely and knowledgeable manner.
• Investigating and resolving software, network and hardware-related issues.
• Providing Level 2 technical support across our software platforms.
• Installing, configuring and updating software on customer networks.
• Escalating complex issues to the development team or management when required.
• Documenting solutions and maintaining internal knowledge base content.
• Assisting with the testing of new features and product updates.
• Identifying recurring issues and opportunities to improve systems and processes.
• Advocating for customers by helping translate their operational needs into clear, actionable requirements.
• Participating in an after-hours on-call roster.

The role may also include customer site visits, field events and other opportunities to develop a broader understanding of our customers and the livestock industry.

About you

You will be a capable problem-solver who can communicate technical information clearly and patiently. You will be comfortable managing competing priorities while taking ownership of customer issues through to resolution.

Ideally, you will have:

• At least two years’ experience in customer service, customer support or a similar role.
• Strong communication and relationship-building skills.
• A sound understanding of IT environments, including networks and client hardware.
• Strong technical, analytical and problem-solving skills.
• Good organisational, ticket management and time management skills.The ability to work effectively with customers, support staff and software developers.
• An undergraduate qualification in IT or a related discipline.

Experience with livestock software, agricultural technology or data collection in the livestock industry would be highly regarded.

Why join Outcross Systems?

This is a varied role where your work will have a direct impact on customers and product development. You will gain exposure to software support, customer operations and livestock technology while working collaboratively across several areas of the business.

A right to work in Australia is required.