System integration customer support officer
Description
About us
MessageXchange is an Australian-owned technology company providing cloud integration services including electronic data interchange (EDI), eInvoicing, SuperStream and more to businesses and government. With customers ranging from major retailers to government agencies and financial institutions, we help organisations exchange data securely and efficiently.
About the role
We are looking for a Customer Support Officer to join our team. This role suits someone who enjoys solving problems, communicating clearly and making a positive difference to customers. You will provide level 1 and 2 support for MessageXchange and Colladium customers, helping them troubleshoot issues, understand our products and resolve their queries. You’ll work across email and phone, managing tickets end to end and ensuring the customer experience is smooth and efficient.
You will get hands-on with technical investigations, data analysis and platform behaviour, collaborating closely with our technical teams. You will also help improve our processes, documentation and customer-facing resources to ensure our support operations continue to evolve.
What you’ll do
Respond to customer enquiries through email, chat and phone
Troubleshoot technical issues, gather information and resolve or escalate as needed
Manage tickets in our support system, ensuring SLAs are met
Document resolutions and contribute to our internal and external knowledge bases
Identify recurring issues and work with our teams to improve our products and processes
Keep up to date with new features and releases
Help drive continuous improvement across the support function.
About you
You’ll be a strong communicator who enjoys helping people, solving technical problems and learning new systems. You stay calm under pressure, you organise your workload well and you take pride in delivering quality work.
Skills and experience we’re looking for
Essential:
At least two years’ experience in a system integration role
Background in EDI, B2B integration or workflows involving EDIFACT, X12, XCBL or similar standards
Experience troubleshooting issues across different platforms or environments
Good understanding of data formats such as XML, JSON or CSV
Experience using ticketing or CRM systems
Strong written and verbal communication skills
Experience maintaining support documentation or creating customer-facing content.
Desirable:
Experience with SuperStream or working with superannuation funds
Experience with eInvoicing, Peppol or Access Point services
Experience leading or mentoring others in a support environment
Experience improving processes or driving continuous improvement initiatives
Programming or scripting experience.
Why join us
Work with established products used by major Australian businesses and government
Be part of a supportive, collaborative team
Opportunities to grow into senior or leadership roles
Training on MessageXchange, Colladium, eInvoicing, SuperStream and EDI
Hybrid work and a central CBD location.
If this sounds like the right next step for you, we’d love to hear from you. Please send us your CV and a short cover letter telling us why you're a great fit.