This is a customer-focused technical support role where you will assist customers using MEX software through phone calls, email, and Microsoft Teams sessions. You will investigate and troubleshoot software issues, work with SQL data, perform basic scripting tasks, and collaborate with our Development and Product teams to resolve customer issues.
Key responsibilities
Provide first-line support to customers via phone, email and Microsoft Teams
Troubleshoot software, configuration and user issues
Investigate customer enquiries using SQL queries and application logs
Perform scripting and technical troubleshooting tasks
Record, manage and update support requests through Zendesk
Escalate complex issues to senior support staff or Development teams where required
Assist with testing fixes and validating resolutions
Work closely with cross-functional teams to ensure timely and effective solutions for our clients
Maintain accurate and detailed support documentation, customer records, and knowledge base resources, ensuring all information remains current and up to date
About you
Diploma or Bachelor's degree in Computer Science, Information Technology or a related discipline
Minimum 1 year of experience in a SaaS support, application support, helpdesk, implementation or technical support role
Experience working with SQL Server and writing basic SQL queries
Exposure to scripting technologies such as PowerShell, SQL scripts or batch scripting
Strong customer service and communication skills
Understanding of Windows operating systems and general networking concepts
Strong analytical and problem-solving skills
Ability to communicate technical concepts clearly to non-technical users
Genuine interest in building a career in software and technology
Join a trusted Australian software company that has been delivering solutions for more than 30 years of industry experience
Modern Brisbane office with hybrid working arrangements available following successful completion of the probationary period
Ongoing training and support to help you build your technical and customer support expertise
Work alongside experienced Support, Product and Development professionals in a collaborative setting
Exposure to a diverse customer base across multiple industries and technologies
Opportunity to develop practical skills in SaaS support, SQL troubleshooting and software problem-solving
Supportive team culture that values knowledge sharing, collaboration and continuous improvement
Quarterly social activities designed to bring the team together and celebrate success
About us MEXMEX Maintenance Software is an Australian-developed Computerised Maintenance Management System (CMMS) trusted by organisations across Australia and internationally for more than 30 years. Our Brisbane-based team supports both global and national clientele across a range of industries, helping them maximise the value of their maintenance management systems.