Support Officer (Adelaide, AU)

Support Officer (Adelaide, AU)

The day to day management of customer phone, email and ticket requests, operating within ADVAM’s ITIL aligned Service Delivery framework. Interfacing with ADVAM Development teams who operate using an AGILE framework.

Problem solving and troubleshooting of both industry standard and bespoke software operating platforms and payment terminal systems.

Responsible for performing daily checks on ADVAM’s technology platforms, reporting on outcomes and escalating issues.

Provisioning of new merchant facilities within the ADVAM gateway including the setup, configuration and testing of terminal hardware.

  • Handle incoming customer calls and routing.
  • Perform basic, documented support tasks
  • Deliver against customer-facing SLA’s
  • Maintain a high level of verbal and written correspondence with customers and internal stakeholders
  • Assist with order fulfillment, shipping, and packing
  • Assist with the technical setup of terminals including software loading and testing
  • Perform daily checks of key operational systems
  • General duties as directed

Qualifications

  • Understanding of basic IT & Network principles
  • Fault finding abilities for network cables, subnetting, VPN connections
  • Proficient Microsoft Office, particularly in Excel & the use of pivot tables
  • Database SQL Experience
  • Minimum 2 years background in Electronics or IT
  • Analytical problem-solving skills
  • Customer service experience in the field or remote locations
  • OH&S awareness

About ADVAM

We have been delivering industry-leading solutions for the payments, financial and telecommunications industries since 1990. We are the preferred supplier of networking, integrated data and voice services to many leading organizations in the global payments and financial communities, as well as a provider of extensive telecommunications network solutions to service providers.

We are a privately held company with a healthy balance sheet, secure assets and a loyal customer base that includes some of the largest global blue-chip companies in the world. Many of the world’s leading companies continue to count on us as their primary provider of a range of networking and communication services, enabling them to expand regionally, nationally and globally. We provide services to customers in over 60 countries throughout the world.

We manage some of the largest real-time community networks in the world, enabling industry participants to simply and securely interact and transact with other businesses, to access the data and applications they need, over managed and secure communications platforms. Our existing footprint supports millions of connections and provides access to critical databases. Our network securely blends private and public networking to enable customers to utilize a single connection for "one-to-many" and "many-to-many" connections over a global platform.

Since our launch we have helped our customers and communities of interest, requiring secure and reliable communications solutions, to evolve from legacy to leading-edge technologies. Today the company provides a full range of services from dedicated connections to managed IP network solutions, providing local support and global reach to medium and large enterprises and service providers.

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