Technical customer support officer
Vor 4 Tagen
About us MessageXchange is an Australian-owned technology company providing cloud integration services including electronic data interchange (EDI), eInvoicing, SuperStream and more to businesses and government. With customers ranging from major retailers to government agencies and financial institutions, we help organisations exchange data securely and efficiently. About the role We are looking for a Customer Support Officer to join our team. This role suits someone who enjoys solving problems, communicating clearly and making a positive difference to customers. You will provide level 1 and 2 support for MessageXchange and Colladium customers, helping them troubleshoot issues, understand our products and resolve their queries. You’ll work across email and phone, managing tickets end to end and ensuring the customer experience is smooth and efficient. You will get hands‑on with technical investigations, data analysis and platform behaviour, collaborating closely with our technical teams. You will also help improve our processes, documentation and customer‑facing resources to ensure our support operations continue to evolve. What you’ll do Respond to customer enquiries through email, chat and phone Troubleshoot technical issues, gather information and resolve or escal Manage tickets in our support system, ensuring SLAs are met Document resolutions and contribute to our internal and external knowledge bases Identify recurring issues and work with our teams to improve our products and processes Keep up to date with new features and releases Help drive continuous improvement across the support function. About you You’ll be a strong communicator who enjoys helping people, solving technical problems and learning new systems. You stay calm under pressure, you organise your workload well and you take pride in delivering quality work. Skills and experience we’re looking for Essential At least two years’ experience in a customer‑facing support role in a software or technology environment Experience troubleshooting issues across different platforms or environments Background in EDI, B2B integration or workflows involving EDIFACT, X12, XCBL or similar standards Good understanding of data formats such as XML, JSON or CSV Familiarity with SQL, relational databases, scripts or integration concepts Experience using ticketing or CRM systems Strong written and verbal communication skills Experience maintaining support documentation or creating customer‑facing content. Desirable Experience with SuperStream or working with superannuation funds Experience with eInvoicing, Peppol or Access Point services Experience leading or mentoring others in a support environment Experience improving processes or driving continuous improvement initiatives Programming or scripting experience. Why join us Work with established products used by major Australian businesses and government Be part of a supportive, collaborative team Opportunities to grow into senior or leadership roles Training on MessageXchange, Colladium, eInvoicing, SuperStream and EDI Hybrid work and a central CBD location. If this sounds like the right next step for you, we’d love to hear from you. Please send us your CV and a short cover letter telling us why you're a great fit. #J-18808-Ljbffr
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