The Customer Support and Implementation Representative is a dual-capacity role with a primary focus on delivering high-quality Level 1 and Level 2 customer support services, and a secondary responsibility in supporting implementation projects. The role requires a flexible and customer-centric approach, ensuring excellent support service while contributing to project success through implementation delivery activities as directed.

The role requires the ability to deliver support and project services across multiple regions including Australia, Current Zealand, and Southeast Asia, with an expectation to perform some project work remotely and other engagements in office as required (e.g. Go Lives, training, customer workshops).

Key Duties and Responsibilities:
-Customer Support & Ticket Resolution (Primary Responsibility)
-Provide Level 1 and Level 2 support to customers via phone, email, and ticketing platform
-Diagnose and resolve software issues related to the company’s DMS and associated applications




-Maintain accurate records of customer interactions and troubleshooting steps in the service desk system
-Act as an Implementation Representative on projects when allocated and follow lead of the Service Delivery Manager assigned to the project
-Deliver project tasks such as system configuration, data validation, customer training, and UAT support

Technical Competencies:
-Robust knowledge of DMS software, SaaS applications, and troubleshooting methodologies
-Proficiency with ticketing systems (Service Desk Plus, Jira Service Management, Zendesk, ServiceNow, or similar)
-Understanding of API integrations, SQL queries, and basic system configurations

Knowledge and Experience:

-2+ years in a customer support, technical support, or software implementation role
-Experience in dealership management systems (DMS) or SaaS platforms preferred
-Exposure to project environments, including onboarding or system upgrades, advantageous

📌 Customer Support And Implementation Representative Melbourne
🏢 Superior People Recruitment
📍 Melbourne