Jobs

Apparel21 is a leading developer of software to the fashion industry. Our clients are household names at the forefront of Australia’s clothing and footwear market.

Graduate Support Analyst

About the role

We are excited to offer a great opportunity to someone who is looking for an interesting, long term career with a successful and growing software company, based in Richmond.

Reporting to the Customer Support Manager, our Support Analysts are key to our operation, providing front-line application support to a broad range of customers. This role is not your average support role that is script or answer based. You will receive in-depth training in our application, so that you can work autonomously through customer problems, using your problem solving skills and initiative.

As a Support Analyst, your main responsibilities will include:

  • Responding to customer queries via phone and email, using your exceptional customer service skills
  • Problem solving application issues using your product knowledge
  • Developing a broad understanding of a number of modules across our system, so that you are able to deal with a broad range of customer issues
  • Proactively keeping your knowledge up-to-date on changes within the system, particularly within your primary modules
  • Providing professional support to internal teams by giving advice, information and reviewing work where required.

Skills and Experience

First and foremost, you will love making customers happy by resolving their technical issues quickly and professionally. You will also have:

  • A Bachelor’s degree in IT or equivalent
  • An eagerness to learn new technologies and become an expert
  • Some experience in IT support or customer service
  • Sound problem solving skills and attention to detail
  • The ability to work autonomously and think outside of the box to resolve complex issues
  • Exceptional communication skills – both written & verbal.

This role participates in a team roster, so you will need to have the flexibility to work rostered shifts and be available for occasional after hours support.

What’s in it for you?

This role is perfect for a recent graduate or an individual looking to start their career in IT. You will have ample opportunity to develop your skills constantly. If you are someone who enjoys solving customer problems and working closely with a supportive and fun team, then this is the position for you!

Customer Support Analyst

About the role

We are excited to offer a great opportunity to an enthusiastic individual looking for an enjoyable long term career within a successful and continuously growing company. Reporting to the Customer Support Manager, you will strive to retain customer satisfaction by resolving questions and issues in a professional and efficient manner. Successful candidates will have flexibility to work rostered shifts and provide afterhours support. This is a permanent full time role based in our Richmond office.Our Support Analyst roles are pivotal to our operation, by enabling customer competency and providing a solution to our customer’s question or issue. Supporting your colleagues and showing a willingness to become a valued member of the organization is essential.

Your main responsibilities will include:

    • Respond to customer queries using your advanced customer service skills.
    • Possessing a broad understanding of a range of modules across the system, particularly our financial modules, so that customer issues can be shared around based on workload.
    • Take the initiative to make sure that they stay up-to-date with knowledge about changes in the system, particularly within their primary modules.
    • Provide professional support for colleagues by providing advice, information or reviewing work where required.

Skills and Experience

We seek an experienced professional who has at least two years’ experience in a similar role in I.T Support or customer service.

Due to the nature of our solutions, individuals experienced with financial software applications & bookkeeping concepts will be highly regarded. Interpersonal communication skills will be pivotal in our decision for this position. Other required skills and experience include:

  • Bachelor’s degree in IT or equivalent
  • 2 years’ + experience in IT support or similar
  • Prior hands on experience with similar software solutions (POS, MYOB, XERO, Quickbooks , SAP, e-commerce & business management solution software)
  • Demonstrated retail and/or accounting experience
  • Demonstrated high level of problem solving skills, technical knowledge about the system and attention to detail.
  • Proven initiative in minimizing the amount of time spent doing repetitive tasks through reporting and communication.
  • Demonstrated high level of independence and ability to work autonomously and think outside of the box to resolve complex issues.
  • Demonstrated strong communication skills both written & verbal.

What’s in it for you?

In this role you can expect to enjoy a competitive salary based off your skills and experience, along with a friendly team of like-minded professionals to support you. If you are someone who enjoys solving customers problems and working closely with a supportive and fun team, this is the position for you!