Job Description
Technical Customer Support Officer
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Full-time | Armidale, NSW
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Are you technically minded, comfortable troubleshooting software and hardware, and genuinely interested in helping customers solve problems?
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Outcross Systems develops and supports software for the Australian livestock industry. We are seeking a Technical Customer Support Officer to join our support team and provide knowledgeable, practical assistance to our customers.
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About the role
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You will provide day-to-day technical and product support by telephone, email and screen sharing. You will investigate and diagnose issues, guide customers through solutions, and ensure support requests are managed efficiently.
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You will work across software products for both saleyards and livestock producers, supporting our current on-premises systems in networked environments, and the future roll-out of next generation cloud applications. You will also help customers connect hardware including RFID readers, weigh scales and other devices used in the production, care and sale of livestock.
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Your responsibilities will include:
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Responding to customer support requests in a timely and knowledgeable manner.
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Investigating and resolving software, network and hardware-related issues.
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Providing Level 2 technical support across our software platforms.
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Installing, configuring and updating software on customer networks.
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Escalating complex issues to the development team or management when required.
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Documenting solutions and maintaining internal knowledge base content.
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Assisting with the testing of new features and product updates.
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Identifying recurring issues and opportunities to improve systems and processes.
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Advocating for customers by helping translate their operational needs into clear, actionable requirements.
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Participating in an after-hours on-call roster.
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The role may also include customer site visits, field events and other opportunities to develop a broader understanding of our customers and the livestock industry.
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About you
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You will be a capable problem-solver who can communicate technical information clearly and patiently. You will be comfortable managing competing priorities while taking ownership of customer issues through to resolution.
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Ideally, you will have:
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At least two years' experience in customer service, customer support or a similar role.
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Strong communication and relationship-building skills.
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A sound understanding of IT environments, including networks and client hardware.
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Strong technical, analytical and problem-solving skills.
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Good organisational, ticket management and time management skills.The ability to work effectively with customers, support staff and software developers.
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An undergraduate qualification in IT or a related discipline.
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Experience with livestock software, agricultural technology or data collection in the livestock industry would be highly regarded.
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Why join Outcross Systems?
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This is a diverse role where your work will have a direct impact on customers and product development. You will gain exposure to software support, customer operations and livestock technology while working collaboratively across several areas of the business.
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A right to work in Australia is required.

📌 Technical Customer Support Officer (New South Wales)
🏢 Outcross Agri-Services
📍 New South Wales