Warragul, West Gippsland & Latrobe Valley VIC
Help Desk & IT Support (Information & Communication Technology) Full time About the company
Sympac Solutions – established in 1991 we have over 30 years as a leading provider of innovative Business Software Solutions for the timber and hardware industry, industrial and construction suppliers, electrical appliance & furniture retailers, tool retailers, the rural sector and many other buying groups and independent retailers across a wide range of industries.
As part of Constellation Software via its operating group Vela Software Group (Asia Pacific), Sympac Solutions benefits from a strong corporate platform, international support and continues to operate with the same small company responsiveness.
Why us? Enjoy a family friendly work environment with flexible hybrid arrangements allowing you to work from the office and home (subject to successful completion of a six-month probation period) Be part of a close-knit, experienced, friendly and supportive team Thrive in a supportive environment that encourages personal and career growth Access an Employee Share Purchase Plan and an Employee Assistance Program Benefit from ongoing certificate and on-the-job training Join Constellation Software's Vela Software Group, opening doors for internal career paths Participate in the annual employee bonus scheme that improves with each year of service! (commences after year 1) About the role SYM-PAC is currently growing and therefore our Client Services team is expanding to meet demand. We are looking for an enthusiastic professional with a proven track record in Level 2 support to assist us in providing our customers with superior service experience.
Due to the nature of our software solutions, proven business background, sound understanding of accounting principles and a level of technical knowledge is essential in this role.
This is a permanent full-time role based in our Warragul office. The successful candidate will enjoy being part of a close-knit and enthusiastic Client Services Team.
Key Duties & Responsibilities Aiding the company in providing efficient second level support services to its client base Keeping in contact with a specified client base and other internal parties Work pro-actively to achieve group goals, whilst maintaining a high level of customer satisfaction Assist our valued clients from the initial query through to its correct logging, response, diagnosis, and resolution steps or escalation as appropriate Efficiently resolve 'How To' questions, perform initial troubleshooting steps, and correctly diagnose, resolve and/or escalate the call if required to ensure that all customer communication has a path forward. Skills and Experience If you are an outstanding Customer Support professional and can demonstrate the following technical competencies we would love to hear from you.
The skills and experience required for this role are as follows:
Proven, prior hands-on experience with similar software solutions (POS, e-commerce & business management solution software) Demonstrated extensive retail or accounting experience Proven advanced analytical and problem-solving skills Demonstrated confident communicator and immaculate interpersonal skills Computer literate with a working knowledge of Microsoft applications Demonstrated ability to analyze problems, recognize patterns & recommend solutions Demonstrated willingness to undertake continuing professional development Working knowledge of double entry accounting practices and procedures desirable Is this the role for you? Apply now:
At SYM-PAC, we are dedicated to empowering people to achieve exceptional results, therefore we are seeking inspirational individuals who are passionate about our business, understand our core values of Customers, People, Collaboration and Performance, and instinctively know how to use those values to deliver our business objectives. We are proud to be an Equal Opportunity Employer.
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