Helpdesk Support Analyst (Retail, Point of Sale, e-Commerce)

As a Helpdesk Support Analyst reporting to our Helpdesk Support Manager, you will be the first point of contact for technical support for Megabus customers. You will support our Marlin suite of software products - a comprehensive, all-in-one solution tailored to meet the needs of tyre and mechanical workshops of all sizes - along with the associated hardware services and IT systems our customers rely on for business continuity. You will diagnose, resolve or escalate technical issues, providing timely and effective solutions while maintaining a high level of customer service. You will work closely with our Sales, Development and Systems teams to understand and manage customer requirements. This role suits a creative problem-solver who is comfortable working across a variety of tasks, from routine support requests through to more complex technical investigations.

Key responsibilities

- Provide first-level technical support to licensed users via phone and email
- Diagnose and troubleshoot software and hardware issues, escalating to higher-level support when required
- Guide users through step-by-step solutions across Marlin workflows, including Point of Sale, inventory and pricing, and back-office functions
- Log, track and document all support requests, incidents and resolutions within the ticketing system
- Ensure issues are resolved in accordance with Service Level Agreements (SLAs)
- Maintain records of recurring issues to identify patterns and recommend long-term solutions
- Develop and maintain user guides, FAQs and knowledge base articles




- Share customer feedback and insights with our development and product teams to improve usability
- Monitor software systems for performance issues, downtime or errors
- Maintain a high level of professionalism and empathy when supporting users

About you

- Strong working knowledge of Microsoft Windows operating systems and troubleshooting methodologies
- Proficiency in using ticketing systems and remote support tools
- Excellent problem-solving skills with solid attention to detail
- Strong written and verbal communication skills, with the ability to explain technical concepts to non-technical users
- Ability to prioritise tasks, manage time effectively and take ownership of problems through to resolution
- Demonstrated ability to identify improvements and adopt best practice approaches
- Experience supporting business applications
- Experience in automotive, point of sale, retail or e-commerce settings

About us

Megabus Software Pty Ltd (an independent company within the Vela Software group) is a recognised industry leader in software development, specialising in delivering comprehensive, end-to-end enterprise and business management solutions. Our offerings include robust software, accounting tools, and customised solutions designed to support the needs of independent businesses, multi-company operations, multi-location enterprises, as well as both franchise and single-entity structures. For over 40 years, we have proudly served the tyre and automotive industries across Australia, New Zealand, Southeast Asia, and North America, empowering businesses to streamline operations and achieve their goals with confidence.

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📌 Helpdesk Support Analyst (Retail, Point of Sale, e-Commerce) (Melbourne)
🏢 Megabus Software Pty
📍 Melbourne