The Software Support Analyst serves as the first point of contact for customers who need assistance with our software. They take ownership of the customer experience, address all enquiries, build professional customer relationships and liaise with our development team.

Our organisation allows for hybrid work depending on the role. However, this position requires collaboration and interaction and may therefore be primarily office-based until the necessary skills are established based on the applicant's previous experience.

Key Roles and Responsibilities

The following roles represent the key areas that the Software Support Analyst will be responsible for:

Customer Services

Attending to customer assistance enquiries regarding the use of our Software primarily by using our Ticketing System and phone calls.

Source and provide the information required for customers to resolve support enquiries and issues within the defined SLA.

Maintain a consistent quality of service while delivering support.

Follow business processes and procedures to ensure consistent handling of support enquiries.

Liaise with the Software Development Manager and Business Analyst to improve our software, facilitated by recent feature requests, customer feedback, and issue diagnosis and resolution.

Have the skills required to be able to create and update articles within our product Knowledge Base.

Liaise with the Australian Taxation Office (ATO) when required.

Document Work Items within Microsoft DevOps.

Sound literacy,



verbal and written communication skills in English.

Proven ability to communicate effectively with customers of various demographics, cultural backgrounds and personalities.

Be enthusiastic and have an excellent phone manner, including succinctly communicating relevant information, building rapport with the customer, and adapting your conversational style to suit the particular situation.

Strong analytical skills and the capability to apply deductive reasoning.

High levels of comprehension, a can-do attitude and a demonstrated ability to grasp new concepts quickly.

Ability to be accountable and take ownership of responsibilities.

Capable of working both independently and within a team environment.

Knowledge of Google Workspace products is beneficial but not required, as training is provided.

Self-motivated individual who pays attention to detail, is numerate and can multitask.

Desire to work with people, providing excellence in customer service, and enjoy the rewarding experience of resolving customer queries.

Any Payroll knowledge or experience is beneficial but not required, as on-the-job training is provided.

About e-PayDay Pty Ltd

e-PayDay has been designing, developing and supporting payroll software solutions since 1987. We have transitioned from our desktop product to a cloud-based application and are looking for passionate people to support our future growth.

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📌 Software Support Analyst (North Lakes)
🏢 e-PayDay
📍 North Lakes