Support Officer

About Us

Pulse Software is a leading SaaS provider of Human Resources and Governance solutions for local government, education, not-for-profit, and construction sectors. We offer a dynamic, flexible, and supportive work environment where innovation and collaboration thrive.

About the Role

This position is responsible for providing 1st and 2nd level application support to our customers and internal stakeholders. Working as part of the support team this position will provide phone and online support assisting customers to resolve issues raised.

This position also supports internal stakeholders such as Product Specialists by providing assistance in the implementation process. This may be in the form of assisting with data imports, system configurations and testing.

This is an opportunity for a hardworking person who has initiative and an eagerness to learn. Industry experience would be great but is not essential.

Key Responsibilities

• Provide 1st and 2nd level support to customers and internal stakeholders
• Manage support requests through to resolution
• Communicating with customers on status of support requests
• Fault monitoring, diagnosis, reporting and rectification
• Provide IT Support for internal staff
• Install and maintain IT hardware and software for internal staff
• Logging of bugs for resolution with the development team
• Adhere to SLAs for Service Requests and Incident handling
• Respond to a range of queries from customers
• Assisting with implementations which may include data imports, system configuration and testing
• Configure systems to customers’ requirements
• Create user documentation
• Provide training to customers as required

Key Skills and Experience

• Bachelor degree in information systems or 2 years equivalent industry experience
• Excellent communication skills, written and spoken, with a strong customer focus
• Possess a strong knowledge of IT principles and practices
• A problem solver with strong logical and analytical thinking
• Ability to work autonomously and as part of a team
• Strong time-management skills and the ability to prioritise timelines
• Aptitude for learning new software systems and processes
• High level of attention to detail
• Highly proficient Microsoft Office skills

Location

• Bali Indonesia

If this role sounds exciting and you have the skills and attributes we are looking for, please apply now!!

Applications by direct applicants only, no recruiters please.