Support Officer

About Amtac

Amtac Professional Services Pty. Ltd., established in 1993 and based in Greenbank near Brisbane, develops and supports specialized SaaS web applications under the QR2id service. These solutions cater to various sectors such as waste management, backflow prevention, key management for car dealerships, and more. The company serves a growing client base across Australia and New Zealand, with team members located in multiple regions. Amtac values a people-focused culture with low staff turnover and offers opportunities for professional growth.

Role Summary

The Support Officer acts as the primary contact for customers and internal users requiring help with Amtac's SaaS products, including WasteID, BackFlowID, and KeysID. The role involves providing prompt and courteous support via telephone and email, managing support tickets accurately, maintaining CRM records, and assisting with general administrative tasks. The position requires excellent communication skills, patience with infrequent users, strong attention to detail, and the ability to handle multiple queries across different communication channels.

Key Responsibilities

• Respond to inbound calls swiftly and professionally, offering precise guidance to users of various SaaS applications.
• Handle email inquiries within agreed service levels, ensuring clarity in written communication.
• Assess enquiry urgency and direct complex issues to appropriate teams when necessary.
• Deliver positive customer interactions by actively listening, empathizing, and ensuring follow-ups.
• Record all customer contacts as tickets in the helpdesk system with sufficient detail for resolution.
• Categorize, prioritize, assign, and monitor tickets in adherence to support processes and SLAs.
• Maintain up-to-date ticket notes and outcomes for accurate tracking.
• Update and maintain comprehensive customer records in the CRM system.
• Log customer interactions and case histories systematically and promptly.
• Identify CRM data inconsistencies and assist with data cleaning efforts.
• Generate basic reports from CRM and ticketing systems to support team activities.
• Provide broad administrative support including purchase order processing, data compilation, document preparation, correspondence, and assisting with reports, meeting notes, and knowledge base maintenance.
• Support scheduling and coordination of team activities such as onboarding new customers.
• Perform additional duties aligned with the role as requested.

Candidate Profile and Selection Criteria

• High proficiency in English, capable of clear and confident verbal and written communication, and skilled at conveying complex information to diverse audiences.
• Experience providing customer service in call centers or help desk roles.
• Ability to prioritize tasks effectively and maintain composure under pressure.
• Strong verbal and written communication abilities with professional telephone etiquette.
• Accuracy in data entry and maintenance with keen attention to detail.
• Effective problem-solving skills with a proactive approach toward resolving issues.
• Good computer skills, especially with Microsoft Office and web-based tools.
• Experience with ticketing/helpdesk or CRM systems like Zoho is advantageous.
• Familiarity with supporting SaaS or cloud applications is preferred.
• Qualifications such as Certificate III or IV in Business Administration, Customer Service, or IT are desirable.
• Knowledge of ITIL principles or IT service desk experience is a plus.
• Experience working within and reporting against SLAs.

Personal Attributes

• Patient, empathetic, and customer-oriented manner.
• Dependable and well-organised with strong time management.
• Collaborative team player supporting colleagues during busy times.
• Committed to ongoing improvement and learning new systems and workflows.

Additional Requirements

• Legal right to work unrestrictedly in Australia.
• Primarily work from the Greenbank office in South-East Queensland.
• Willingness to undergo a National Police Check.

Employment Details

This is a full-time role subject to a probationary period. Salary and benefits are attractive and commensurate with experience and qualifications. Flexible work arrangements may be available.