Level 1/2 Customer Support - Hospitality IT Solutions
Salary: $31 – $31.50 per hour
About the Company
The Redcat Hospitality IT Platform offers business-management software and hardware solutions that cover web and mobile applications including online ordering and loyalty systems, tightly integrated with the point of sale (POS) and back of house applications. Redcat also supports multiple integrations to enhance the offerings suite for our clients.
We work with amazing hospitality brands like Boost Juice, Nando's, Chatime, Grill'd, Schnitz just to name a few, to provide them with a hospitality IT platform that provides a seamless customer experience.
We're a company that puts culture first and are looking for people to help us continue our growth!
We're looking for a Customer Support superstar to join our support team!
Responsibilities
Deliver outstanding customer service over the phone and via email.
Provide remote support to clients using our platform and tools.
Collaborate with internal teams on support escalations, managing customer expectations on resolution times.
Accurately log all interactions in our CRM system.
Escalate issues to third-party providers when needed.
Participate actively in team meetings and contribute to ongoing improvements.
Work within a fortnightly rotating roster, including shifts:
6:00am – 2:00pm
9:00am – 5:00pm
11:00am – 7:00pm
2:00pm – 10:00pm
Please note: This role falls under the Clerks Private Sector Award. It includes 37.5 ordinary weekly hours, with penalty rates and loading for work outside standard hours.
About You
Ideally, have experience in a tech or IT support role.
Bonus points if you’ve worked in or supported the hospitality industry.
You’re a people person, you love to chat, connect, and genuinely helps others.
You have patience and empathy, especially when guiding users at their own pace.
You thrive in a collaborative team environment.
You’re skilled in managing customer expectations and maintaining a positive experience.
Experience with our software is great, but not essential. We’ll support your learning.
Our Values
Integrity - We stand for integrity
Teamwork - Together we shine
Customer Centric - We have the customer at the Heart
Innovation - Be the agent of change
Accountability - We deliver what we promise
Why Join Us?
To attract the best people, we understand that it takes more than just a generous salary. To keep an engaged and motivated team, we also provide career growth opportunities, work flexibility, autonomy, and a high-performance culture – all to ensure that you can achieve your best – both inside and away from work.
Benefits Include
A day off for your birthday 🎁
Regular social events 🎉
Sponsored professional development 👩🏻💻
A relaxed and friendly team culture 🤗
Ready to Apply?
We’d love to hear from you! To kick things off, please submit your CV and a cover letter. Be sure to include the word “Polygon” right at the top of your cover letter. It’s our way of knowing you actually took the time to read this carefully (and we appreciate that). Additionally, your contact is Branden White.