Service Desk Agent

Cybertill is one of the specialist software businesses within a portfolio of Fluent Software Group, which is an operating group under Valsoft Corporation, an acquirer of specialist vertical-market software businesses with a long-term, buy-and-hold approach.

Being part of the wider group provides additional stability, expertise and opportunities to collaborate with other specialist software businesses, while allowing Cybertill to retain its own culture and market focus/ specialist market position.

You will be joining a focused business with its own identity, goals and ambitions, while benefiting from the long-term backing, shared expertise and international network of Fluent Software Group and Valsoft.

The Role

Cybertill is Europe's leading cloud-based retail management platform, trusted by over 700 retail, charity, and visitor attraction organisations across more than 7,500 locations worldwide. Since pioneering cloud EPoS in 2001, we've been giving retailers a real-time, single view of stock, sales, and customers across every channel — in-store, online, and everywhere in between.

We're growing, and we're looking for a Account Executive with the credibility, commercial instinct, and drive to win new business at the highest level.

The 1st Line Service Desk Agent is responsible for providing professional, responsive and effective technical support to Cybertill customers across Australia and New Zealand. The role is the first point of contact for customers requiring assistance with Cybertill's retail EPOS software, associated hardware, integrations and related services. The successful candidate will investigate and resolve common technical issues, provide clear guidance to customers, accurately record and manage support requests, and escalate more complex issues to the appropriate technical teams when required. The role is essential to maintaining customer satisfaction, service quality and operational efficiency. The agent will contribute to the continuous improvement of service desk processes, knowledge resources and ways of working, including the adoption of AI and automation tools as they become available to the Australian market.

Key ResponsibilitiesCustomer support and incident management

• Act as the first point of contact for customer support enquiries received by telephone, email and the service desk ticketing system.
• Deliver professional, friendly and customer-focused support, ensuring customers feel informed and supported throughout the resolution process.
• Diagnose and troubleshoot common software, hardware, connectivity, configuration and operational issues.
• Support customers using Cybertill’s EPOS and retail management systems, including associated peripherals and integrations.
• Guide customers through troubleshooting steps and provide clear, accurate instructions.