Technical Support Officer - L1

MoneyMe Limited; Sydney; On-site; AUD 60,000 - 85,000; Full time

Benefits offered by this job

Bonus leave

Community service leave

12 weeks parental leave

Awards and recognition programs

Wellbeing initiatives

Novated lease

Private health discount

Team events and free coffee

Job summary

MONEYME Limited is hiring a Technical Support Officer to join the Tech Support and Operations team in Sydney, Australia. The role focuses on delivering timely software and hardware assistance to internal customers in a ISO 27001 environment, with training provided for less experienced candidates.

You will resolve issues, document interactions, and work with cross-functional teams to improve support processes and knowledge base articles.

Qualifications

• Strong communication and interpersonal skills.
• Experience or training in technical support or IT helpdesks.
• Ability to troubleshoot software and hardware issues.

Responsibilities

• Provide first-level technical support via phone, email, and chat.
• Troubleshoot software and hardware issues with timely solutions.
• Document customer interactions and actions in the ticketing system.
• Collaborate with Operations and Product teams to resolve complex issues.
• Create and update technical support documentation and FAQs.

Skills

Excellent communication

Customer service

Problem solving

Education

IT-related education (TAFE/University)

Tools

Jira (Atlassian)

Job description

About MONEYME

MONEYME is a founder-led, ASX-listed digital lender and Certified B Corp on a mission to reinvent credit for modern Australians. Through smart technology, fast decisions, and a seamless customer experience, we're changing how Australians borrow.

From personal loans, car loans, debt consolidation, to credit cards and free credit score tools, we build financial products people actually want.

We move fast. We think big. And growth sits at the centre of everything we do.

What we are looking for

We are looking for a highly motivated and talented individual to join our team as a Technical Support Officer to work within our technical support and operations team. We are looking for someone who is keen to learn, and we are happy to provide training to less experienced individuals.
We are a ISO 27001 certified company and in this role, you will provide software and Hardware related technical support and assistance to our Internal customers, ensuring their satisfaction and resolving their technical issues efficiently. You will have the opportunity to learn and grow within a dynamic and collaborative environment. You will also work closely with other teams and stakeholders to understand, implement, and maintain ISO 27001 requirements.
Responsibilities for this role are:

• Provide first-level technical support to customers via various channels, including phone, email, and chat.




• Assist customers in troubleshooting software and hardware issues to provide timely and effective solutions.




• Resolve technical problems by investigating, diagnosing, and implementing solutions or escalating to the appropriate team.




• Document and track customer interactions, including details of inquiries, comments, and actions taken, using Atlassian - Jira.




• Collaborate with cross-functional teams, including Operations and product development, to identify and resolve complex technical issues.




• Assist in creating and updating technical support documentation, including FAQs, knowledge base articles, and troubleshooting guides.

To be successful in this role you must have the following:

• Passion to provide outstanding customer service.




• Knowledge and experience working in a technical support position or have academic knowledge gained at TAFE or University.




• Outstanding communication skills - Both written and verbal.




• Ability to work autonomously, own and complete tasks.




• Ability to go above and beyond to help MONEYME clients and customers.

What's in it for you

At MONEYME we believe in rewarding hard work. When the business is winning, so are you and we’re always investing in our employees to explore new projects and develop people’s careers. We have quarterly awards, events, bonuses and more.

Some of our perks and benefits we offer to our employees are:

• Up to 5 additional days of bonus leave per calendar year after 12 months of service for eligible employees




• 3 days paid community service and volunteering leave per year




• 12 weeks of employer-paid parental leave and two weeks employer-paid leave for secondary carer




• Quarterly champion awards and reward trips




• Mental health and wellbeing initiatives, health checks, skin cancer checks, free vaccination, etc




• Novated lease




• Corporate private health discount




• Team social events, massages in the office, free coffee and much more

MONEYME Limited is an equal opportunity employer and we value diversity, equity, and inclusion. We are committed to creating a diverse and inclusive workplace and encourage applicants from all backgrounds to apply. We believe that the unique contribution of our employees is a key driver of our success. We stand together – our diversity and inclusion give us an edge.