SecurePay is an online payments expert and a business of Australia Post. We provide e-commerce payment solutions for businesses and organisations of all sizes. You will be a SecurePay product champion (SME), communicating with customers in a professional, timely and effective manner in accordance with agreed processes and service levels. You will be an effective problem solver and able to prioritise customer requests within defined guidelines. About the opportunity The role involves day to day service desk support, providing operational first line support to customers. You will be a SecurePay product champion (SME), communicating with customers in a professional, timely and effective manner in accordance with agreed processes and service levels. You will be an effective problem solver and able to prioritise customer requests within defined guidelines. 12 Months Fixed Term. Salary is $64,204 inclusive of Super. You will be working a 7 ½ hour shift during our support operating hours from 8am – 8pm. Once fully trained and across our services and products you will be rostered to occasionally cover a rotating 12pm-8pm late shift. The role is hybrid based with 2 days WFH each week. Our office is based at Australia Post at 111 Bourke Street. You will identify and resolve incidents within agreed SLAs, ensuring 1st line resolution is achieved wherever possible. You will log, prioritise, assign, track and respond to incidents and requests in a timely manner meeting agreed SLAs. You will keep users and other interested parties informed of progress throughout the lifecycle. You will maintain support documentation of tools that are used by the service desk. What we're looking for: Minimum 2 years experience in a customer support position. Previous experience in a helpdesk role is highly regarded. Preferred foundation knowledge of Information Technology Service Management related trends and themes (e.g. ITIL Foundation Certification/ISO20000). Ability to present complex technical and operational information in simple, business language. Awareness of Payment Gateway and eCommerce platforms preferred. A team player who has a genuine interest in learning and helping solve customer problems. While also having the ability to work autonomously. About you You’re a friendly, enthusiastic and reliable personality who loves working in a team environment. You’re solutions-focused and ready to put the customer at the centre of everything you do to help make a difference in the community. You’ll also be: Pretty unflappable, allowing you to calmly resolve customer queries quickly and accurately. A true professional - someone who is punctual, reliable and a support for fellow team members. Tech-savvy enough to work effortlessly across multiple IT platforms and simultaneous tasks. Ability to problem solve and triage queries in order to develop solutions for customers. How we’ll deliver for you We invest in you for the long-term, encouraging growth through delivering on our values of trust, inclusivity, empowerment and safety. Be part of a culture where everybody feels they belong, are valued, and can bring their authentic self to work every day. We invest in your personal wellbeing, recognise and reward you for your contribution to our success with Post Perks and more. We’re delivering together At Australia Post, we acknowledge the Traditional Custodians of the land on which we operate, live and gather as employees. We believe our business should reflect the diverse communities we operate in and are proud to be an inclusive workplace for people from all walks of life. We encourage applications from people of all ages, genders and backgrounds including Aboriginal and Torres Strait Islander peoples, People with Disability, LGBTQIA and Refugees. We are also the largest organisation in Australia to successfully achieve Disability Confident Recruiter status and are committed to providing an inclusive and barrier-free recruitment process and workplace for those living with a disability. If you have any questions, please contact our Diversity & Inclusion team on [1] inclusivecareersauspost.com.au