Software Support Officer - - 40390 - Fletcher Building

General Information

Job Type

Permanent

Description

Who We Are

We’re one of Australia’s biggest and most trusted names in sheds and patios. We’re big enough to have a national network of local shed experts, plus a manufacturing and distribution network that serves the nation, as part of the Stramit family.

We’re also part of one of Australia’s biggest building industry families – Fletcher Building Australia – alongside TradeLink, Oliveri, Laminex and more.

But we’re also small enough to know what our customers want as people – with us, we know that what works for one person, won’t for another.

About the Position

We are seeking a skilled Software Support Officer to join our team. The ideal candidate will possess a strong software support background coupled with exceptional customer service skills. In this role, you will be responsible for providing timely and effective support to our software users, troubleshooting issues, and ensuring customer satisfaction. The Software Support Officer will also collaborate with cross-functional teams to resolve complex technical problems and contribute to continuous improvement initiatives.

This is a full time, permanent opportunity based onsite at our Erskine Park branch.

What you will bring to our team:

Provide software support to users experiencing software issues via phone, email, and in-person interactions. Manage and prioritize multiple support tickets to meet service level agreements (SLAs) and deadlines.
Diagnose and resolve software problems efficiently.
Document troubleshooting steps, solutions, and support interactions accurately for future reference and knowledge sharing.
Collaborate with developers to escalate and resolve complex technical issues.
Conduct software training sessions for end-users and assist with onboarding new users.
Creation and maintenance of user manuals and training videos covering multiple features/processes for all software.

About You

Previous IT helpdesk or IT support experience.
Good communication and organisational skills with attention to detail.
Ability to work well within a team environment and willingness to assist others.
A positive attitude with a desire and willingness to learn.
Strong proficiency in Microsoft applications (Outlook, Teams, Word, Excel, PowerPoint).
Strong proficiency in Microsoft Operating Systems (Windows).
Strong proficiency in TeamViewer.

What we offer

No matter your background, if you're driven and dedicated to making a positive impact, you'll find a promising future with us. Join our supportive team, always striving for innovation and efficiency to better serve our customers. Here's what we're proud to offer:

Comprehensive Parental Leave policy: Primary carers receive full base pay for 26 weeks or 50% pay for 52 weeks; while secondary carers get 4 weeks of full pay.
5 additional leave days for 'New Parent Leave' within the first year back at work, available to both primary and secondary carers.
Access to the Stramit+ app, offering generous discounts at Coles, Woolworths, and other popular retailers, as well as health and wellness resources.
Full training and development opportunities to support your success at Stramit.
Strong commitment to Inclusion and Diversity, including Gender affirmation leave (10 days) and LGBTQ+ Rainbow Tick accreditation.

Stramit are proud to be a WORK180 Endorsed Employer, in recognition of our commitment to raising workplace standards for all Women - https://work180.com/en-au/for-women/employer/stramit

To submit your application, click the 'apply now' button. We look forward to reviewing your application and exploring your potential with Stramit.