About us
Your Business Listing Pty Ltd provides digital business-listing, online presence and review-management services to Australian businesses. We help our customers improve and manage their visibility across online platforms through practical technology and ongoing support.
We are seeking an experienced ICT Customer Support Officer to join our Melbourne team. This role is responsible for providing technical support, education and guidance to customers, as well as assisting with the deployment and maintenance of our computer systems and digital platforms.
Key responsibilities
- Provide technical support to customers by telephone, email, remote access and support-ticketing systems.
- Assist with customer onboarding, account activation and platform configuration.
- Diagnose and resolve software, browser, connectivity, system-access and account-related issues.
- Support customers with their online business listings, review-management tools and other digital services.
- Investigate inaccurate, missing or duplicated business information across supported platforms.
- Educate customers on the correct and effective use of our systems and services.
- Record, prioritise and manage technical support requests through to resolution.
- Escalate complex software, integration or infrastructure issues to senior ICT personnel or external providers.
- Provide basic internal ICT support for computers, email, software and user access.
- Prepare and maintain user guides, troubleshooting procedures and technical documentation.
- Identify recurring technical problems and recommend improvements to systems and support processes.
- Handle customer information in accordance with privacy and cyber security requirements.
About you
- A relevant degree qualification in Information Technology, Computer Science or a related field; or at least three years of relevant work experience in ICT or technical customer support.
- Experience diagnosing and resolving software, account-access, browser and connectivity issues.
- Strong troubleshooting, analytical and problem-solving skills.
- Excellent written and verbal communication skills.
- Ability to explain technical information clearly to customers with varying levels of technical knowledge.
- Strong customer service skills and a professional, patient approach.
- Ability to manage multiple support requests and competing priorities.
- Experience with CRM, ticketing or cloud-based software platforms is desirable.
- Knowledge of online business listings, review platforms or digital marketing services would be advantageous.
What we offer
- Competitive salary of $80,000–$90,000 plus superannuation.
- Permanent full-time employment.
- Supportive and professional team environment.
- Ongoing product and technical training.
- Opportunity to develop your skills within a growing Australian digital services business.
If you have strong technical knowledge, excellent customer service skills and enjoy helping businesses get the most from digital technology, we would welcome your application.
Please apply with your résumé and a brief cover letter.
Pay: $80,000.00 – $90,000.00 per year
Work Location: In person
