Technical Support Officer

iAppraise; City of Brisbane; On-site; AUD 60,000 - 80,000; Full time

Job summary

XPhase is a leading provider of advanced software solutions for the automotive sector, helping dealerships and service centres optimise operations and customer engagement. We are seeking a Technical Support Officer to deliver friendly, responsive help to customers and to troubleshoot and resolve issues.

You will work with our development and product teams, document support requests, assist with configuration, and contribute to knowledge resources.

Qualifications

• Technically minded and enjoys solving problems.
• Confident communicating with customers by phone and email.
• Patient, approachable and able to explain technical concepts in simple terms.
• Highly organised with strong attention to detail.
• Comfortable learning new software and systems quickly.
• A logical thinker who enjoys investigating issues and finding solutions.
• Able to manage multiple support requests and prioritise effectively.
• A team player who is happy to work across different areas of the business.
• Experience in technical or software support.

Responsibilities

• Provide first-level technical support to XPhase customers via phone, email and other support channels.
• Troubleshoot software, system and user issues and identify practical solutions.
• Assist customers with using XPhase and understanding system functionality.
• Investigate reported issues and elevate more complex technical matters when required.
• Accurately document support requests, solutions and recurring issues.
• Assist with user accounts, system settings and configuration.
• Work with the development and product teams to communicate customer feedback and technical issues.
• Help test new features, updates and system improvements.
• Contribute to support documentation, FAQs and internal knowledge resources.
• Build strong relationships with customers and ensure they receive a positive support experience.

Job description

As a Technical Support Officer, you'll provide friendly, responsive and practical support to customers, helping them get the most out of XPhase. You'll troubleshoot technical issues, investigate user queries, assist with system configuration and work closely with our internal team to identify and resolve problems. This is a great opportunity for someone who wants to develop their technical skills within a growing software business.

Key responsibilities

Provide first-level technical support to XPhase customers via phone, email and other support channels.

Troubleshoot software, system and user issues and identify practical solutions.

Assist customers with using XPhase and understanding system functionality.

Investigate reported issues and elevate more complex technical matters when required.

Accurately document support requests, solutions and recurring issues.

Assist with user accounts, system settings and configuration.

Work with the development and product teams to communicate customer feedback and technical issues.

Help test new features, updates and system improvements.

Contribute to support documentation, FAQs and internal knowledge resources.

Build strong relationships with customers and ensure they receive a positive support experience.

About you

Technically minded and enjoys solving problems.

Confident communicating with customers by phone and email.

Patient, approachable and able to explain technical concepts in simple terms.

Highly organised with strong attention to detail.

Comfortable learning new software and systems quickly.

A logical thinker who enjoys investigating issues and finding solutions.

Able to manage multiple support requests and prioritise effectively.

A team player who is happy to work across different areas of the business.

Experience in technical or software support.

About us

XPhase is a leading provider of advanced software solutions tailored to the automotive sector, supporting dealerships, service centres, and automotive groups in optimising operations, improving customer engagement, and enhancing business performance.