The Live Support Analyst (L1) serves as the first point of contact for customers seeking technical support. This role is responsible for providing timely, accurate, and empathetic responses to customer inquiries, performing initial technical and data-related investigation, and ensuring issues are clearly documented and escalated when appropriate.   This role blends customer-facing support excellence with foundational technical and data awareness, enabling the support organization to resolve more issues at L1 while improving the quality of escalations to downstream technical teams.   Responsibilities   - Customer Support & Communication   - Respond to incoming customer support requests in a timely and professional manner   - Serve as the primary customer-facing point of contact throughout L1 issue handling   - Communicate clearly, empathetically, and confidently with customers   - Ability to effectively understand and troubleshoot user concerns to triage support issues to L2 support or guide user to self help resources as needed   First-Line Investigation   - Perform initial troubleshooting and investigation of reported issues   - Verify expected system behavior against documented processes and product documentation   - Reproduce reported issues when possible to validate scope and impact   - Identify whether issues are likely user error, data-related, or system-related      Ticket Intake, Documentation & Hygiene   - Create and maintain clear, well-structured support tickets following defined playbooks and response templates   - Ensure tickets are documented with the following before triaging to L2:   - Problem statements   - Investigation steps taken   - Findings and observations   - Screenshots, examples, or supporting data   - Apply proper categorization, tagging, and prioritization to tickets   - Ensure tickets are ready for escalation with minimal back-and-forth      Escalation Support   - Escalate issues that exceed L1 scope based on defined criteria   - Provide complete and accurate context when escalating to Technical Services or other teams   - Partner with the Live Support Manager on escalation decisions when unsure   - Support escalated tickets by answering follow-up questions and gathering additional information as needed     Process & Knowledge Adherence   - Follow established Live Support workflows and escalation guidelines   - Leverage internal documentation, playbooks, and reference materials   - Identify gaps or inconsistencies in documentation and flag them to leadership   - Continuously improve understanding of product functionality and common issue patterns

• Act as the first point of contact for clients via phone, SMS, email, and chat • Troubleshoot POS-related issues in line with internal processes and guidelines • Maintain professional and clear communication while adhering to SLAs • Resolve Level 1 support issues and escalate complex cases to Level 2 or management • Log, prioritize, and manage tickets accurately in the system • Maximize first-call resolution to reduce repeat issues • Escalate critical issues and customer complaints promptly • Provide detailed shift handover notes to the incoming team • Document all incidents, resolutions, and pending issues clearly • Coordinate with Melbourne team and other internal teams for escalations • Provide basic guidance and training to customers when required • Identify and assist with sales orders for hardware/software needs • Collaborate effectively with team members across different time zones • Participate in training and professional development initiatives • Uphold company values and deliver a high standard of customer service

• Act as the first point of contact on the customer journey, supporting customers through Zendesk tickets and over the phone as needed. • Consult and guide customers through diagnostic and troubleshooting processes, to determine steps and procedures taken to identify and resolve the problem. • Troubleshoot, identify, resolve and/or report all technical issues on customers’ behalf in a timely fashion. • Give accurate advice and guidance to the customers and resolve their inquiries on a one and done basis where possible. • Help customers accelerate their adoption of Dozuki through documentation conversion projects. • Provide tone-neutral customer feedback about the product features to the Manager and the Product team. • Accept and document constructive criticism and customer feedback regarding their experience with Dozuki’s product. • Take part in triage meetings with Engineering and Product teams to analyze and present product issues and advocate for the customers. • Maintain in-depth knowledge of all existing and new product features. • Provide timely and accurate technical assistance to Customer Success, Sales and other internal teams, ensuring minimal downtime and disruption to their workflow. • Create and maintain comprehensive documentation and self-help resources to empower internal teams to troubleshoot common technical issues independently. • Display flexibility and adaptability in a fast-paced environment, adjusting priorities and tasks based on changing business needs. • Perform other related duties as assigned.

About our Client: Our client has been developing point of sale (POS) software and payment solutions since 2006 and is an Australian market leader in delivery of end-to-end software, hardware, payment and integration solutions for the Hospitality industry. Their services include all hospitality venue types including high-end restaurants, wineries, bars, pubs, hotels and bottle shops. Our client remains a fast and nimble business that moves quickly to provide innovative solutions, including their own payments platform designed to enhance the customer experience at every touchpoint. They now provide a one-stop-shop POS and Payments solution allowing us to eradicate outdated monthly fees. About Teamified Teamified is a talent partner helping companies build exceptional remote teams across IT, software, product, and digital innovation. We collaborate with leading enterprises and fast-scaling tech businesses worldwide to help them access world class talent and accelerate growth. With operations across the globe our mission is to make building high performing global teams simple, fast, and cost-effective. Teamified has hundreds of clients with more than 200 engineers, testers, product managers, designers, and technology experts delivering impactful solutions every day About the Role: The Support Technician  is responsible for delivering high-quality remote support to our Clients Solutions, ensuring timely issue resolution, maintaining service excellence, and minimizing disruption to client operations. The role also involves performing proactive system tasks, including software upgrades and maintenance activities during assigned shifts. Key Responsibilities: 1. Support - Act as the first point of contact for clients via phone, SMS, email, and chat - Troubleshoot POS-related issues in line with internal processes and guidelines - Maintain professional and clear communication while adhering to SLAs - Resolve Level 1 support issues and escalate complex cases to Level 2 or management - Log, prioritize, and manage tickets accurately in the system - Maximize first-call resolution to reduce repeat issues 2. Escalation & Handover - Escalate critical issues and customer complaints promptly - Provide detailed shift handover notes to the incoming team - Document all incidents, resolutions, and pending issues clearly - Coordinate with Melbourne team and other internal teams for escalations 3. Customer & Operational Support - Provide basic guidance and training to customers when required - Identify and assist with sales orders for hardware/software needs - Collaborate effectively with team members across different time zones - Participate in training and professional development initiatives - Uphold company values and deliver a high standard of customer service Attributes & Qualifications Required Skills & Attributes - Strong Level 1 technical knowledge (software, hardware, networking) - Ability to work independently with minimal supervision - Excellent English communication skills (verbal and written) - Strong analytical and problem-solving skills - Ability to multitask across multiple systems efficiently - High attention to detail and strong time management - Calm and composed under pressure in critical situations - Self-motivated and proactive mindset Qualifications - Certificate or Diploma in Information Technology (preferred) - Prior experience in helpdesk or technical support roles is advantageous Benefits: - Flexibility in work hours and location, with a focus on managing energy rather than time. - Access to online learning platforms and a budget for professional development - A collaborative, no-silos environment, encouraging learning and growth across teams - A dynamic social culture with team lunches, social events, and opportunities for creative input - Health insurance - Leave Benefits - Provident  Fund - Gratuity If you possess the required skills and are eager to contribute to our team's success, we encourage you to apply for this exciting opportunity. Apply now!