Job Title

Add expected salary to your profile for insightsEmpower clients and shape smarter systems with your expertise.We are seeking a highly motivated and experienced Client Service Analyst Level 3 to join our vibrant help desk team based in Warragul, VIC.If you thrive in a fast-paced, client-focused environment and want to make a meaningful difference to small businesses across Australia, wed love to hear from you!About UsAt Sympac Solutions weve been delivering innovative ERP and business software solutions for over 30 years to industries including timber and hardware, construction, electrical and furniture retail, rural supply, and more.As part of Constellation Software through its operating group Vela APX, we continue to operate with small business responsiveness while benefiting from the backing of a global enterprise.Why Join Us?Enjoy a family-friendly workplace with real work-life balanceBe part of a close-knit and supportive team that values your inputMake a real impact by helping small businesses thriveAccess ongoing training and career pathwaysParticipate in a bonus scheme that grows with your tenureEnjoy employee share purchase and assistance programsBe part of a global software group opening doors for internal career paths.The RoleAs a Client Service Analyst Level 3, you will be the go-to technical expert for our client support team. You''ll handle complex support tickets, provide mentorship to Level 1 and 2 staff, and play a key role in ensuring our ERP solutions deliver maximum value for our customers.Key ResponsibilitiesTroubleshoot and resolve complex technical issues escalated from Level 2 support, ensuring timely resolution and high user satisfactionPerform root cause analysis using SQL, log files, and system data to diagnose issues and improve future outcomesCollaborate with development teams to replicate non-conformances, support testing, and contribute to ongoing product qualityProvide high-level support to key clients and business stakeholders, ensuring SLAs and support standards are consistently metAssist in building internal tools, scripts, and diagnostics to streamline support processesProvide expert support to key clients ensuringContribute to documentation and internal knowledge bases to enhance team efficiency and knowledge sharingParticipate in development and escalation meetings, offering insights from user support and system use casesLead or support continuous improvement initiatives, including process optimisation and mentoring junior analystsQualifications & ExperienceTertiary qualifications or equivalent experience in IT, Business Systems, or a related disciplineStrong ERP knowledge, including key modules such as POS, Finance, Inventory, and HRDemonstrated experience in Level 2 or 3 support roles, ideally within ERP or business-critical systemsSkilled in SQL for data analysis, querying, and issue investigationExperience working with ticketing and support platforms such as Autotask, Jira, Zendesk, or similarExposure to business operations within wholesale, retail, or finance sectorsFamiliarity with accounting principles is an advantageSkills & AttributesExcellent verbal and written communication skills, with the ability to explain technical information clearlyStrong stakeholder engagement and interpersonal skillsAnalytical thinker with a structured approach to problem-solvingHigh level of initiative, ownership, and accountabilityCustomer-first mindset with a proactive and collaborative approach to supportOrganised and adaptable, capable of handling multiple priorities in a dynamic environmentCommitted to continuous learning, improvement, and mentoring othersMake the MoveAt Sympac, we live by our values: Dependable, Innovative, Bold, and Perceptive. If youre ready to level up your support career and want to work with a company that values your expertise, hit Apply Now and take the next step.How do your skills match this job?How do your skills match this job?Sign in and update your profile to get insights.Your application will include the following questions:Which of the following statements best describes your right to work in Australia?How many years'' experience do you have as a Customer Service Analyst?Have you worked in a role where you were responsible for providing level 3 technical support?What''s your expected annual base salary?How much notice are you required to give your current employer?To help fast track investigation, please include here any other relevant details that prompted you to report this job ad as fraudulent / misleading / discriminatory.Researching careers? Find all the information and tips you need on career advice. #J-18808-Ljbffr