Customer Support Agent, L1

Phorest Software

Customer Support Agent delivering customer support to Phorest's clients through various channels. Responsible for diagnosing issues and resolving problems, contributing to an excellent customer experience.

Posted 6/25/2026part-time🇦🇺 AustraliaJuniorWebsite

Tech Stack

Tools & technologies

About the role

Key responsibilities & impact

Deliver high-quality, friendly, professional support to customers via phone, email, chat, and other channels.
Provide clear and accurate answers to common product questions, feature usage, and account-related issues.
Deliver outstanding service by demonstrating Phorest’s values of Seirbhis Go Hiontach, a can-do attitude, and a growth mindset.
Diagnose and resolve common issues related to software functionality, login, settings, connectivity, billing and usability.
Troubleshoot and resolve technical issues related to Phorest's POS software and hardware (e.g. printers, scanners).
Perform high-quality technical support, including remote access assistance and network troubleshooting.
Accurately reproduce customer issues in test environments and escalate complex issues to L2 or technical teams with full context and details.
Log all customer interactions, updates, and outcomes in the CRM or helpdesk system (e.g. Zendesk, Slack).
Prioritise and manage assigned tickets to meet response and resolution SLAs (Service Level Agreements).
Follow up on pending issues and keep customers informed.
Collaborate with internal teams (L2, Product, Success) to share information, address complex problems, and gather customer feedback.

Requirements

What you’ll need

1+ year in customer service, support, or call center roles (SaaS or tech support is a plus).
Strong troubleshooting and analytical thinking skills.
Familiarity with POS systems, related hardware, and basic network troubleshooting.
Proficiency with support platforms (e.g., Zendesk, Slack) and remote access tools.
Customer focus/advocacy - genuine desire to help customers succeed and resolve their issues efficiently.
Ability to explain complex concepts clearly and concisely.

Benefits

Comp & perks

Your wellbeing is important to us - we provide 2 Wellness Days, and an employee assistance program.
As part of our Financial Wellbeing, we provide competitive Compensation, and an Employee Share Purchase Scheme.
We support the women who work in Phorest by offering 2 weeks leave for Fertility Treatment, Pregnancy Loss and Menopause.
We care for your family and provide Enhanced Maternity and Paternity Benefits.
We grow our own timber! We provide a great learning environment and extensive development opportunities.
We run development programs and provide access to many online resources including LinkedIn learning.
Moving house? Phorest employees get 3 moving days.

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

troubleshootinganalytical thinkingnetwork troubleshootingPOS systemsremote access assistancesoftware functionalitybillingusability

Soft Skills

customer focuscommunicationcollaborationproblem-solvinggrowth mindsetcan-do attitude