Customer Service Technician

  • September 15th 2025

Join Scantek and innovate in the identity verification space. Learn More! and submit your Customer Service Technician Application. Apply today

About Scantek:

Scantek is one of Australia’s leading Instant Identity Verification Specialists. Used by some of Australia’s most renowned brands, Scantek transitions business into the digital age by delivering seamless Instant Identity Verification.

What we are looking for:

Someone who loves solving problems and creating long term customer relationships. This is an excellent opportunity if you genuinely care about customer support and its role in making a customer-centric team successful.
 

 

The Role:

In the Customer Service team, we provide support for everyday customers using our proprietary equipment and devices. We help them get started, show them how to use the devices and troubleshoot problems, amongst many other things.

 

Key responsibilities include:

  • Serve as the first point of contact for customers seeking technical assistance and respond to customer queries in a timely and accurate way, via phone or email.
  • Perform remote troubleshooting through diagnostic techniques and pertinent questions, and properly escalate unresolved queries to the next level of support
  • Walk the customer through the Problem-solving Processes, Set-Up Procedures, and Products. 
  • Address user tickets regarding hardware, software and networking
  • Ensure proper recording, documentation and closure of Tickets
  • Analyse and report product malfunctions (for example, by testing different scenarios or impersonating users)
  • Software configuration, including configuring software for access to our network
  • Preserve and grow your knowledge of help desk procedures, products and services
  • Update our internal databases with information about technical issues and useful discussions with customers

Working Hours:

Hours are Monday to Friday, we are flexible with working hours. 

 

Essential Requirements:

  • Minimum 2 years experience in a IT Helpdesk/Support role
  • Ability to deliver outstanding customer service skills and telephone etiquette
  • Experience with a ticketing system (Hubspot, Zendesk, ServiceNow, Freshservice etc) 
  • Demonstrated technical support troubleshooting skills
  • Strong communication skills, verbally and written. 
  • Accurate data entry skills, ability to follow process and procedure and adhere to SLA requirements

Non Essential Requirements:

  • Networking systems knowledge (TCP, DNS, WAN, VLAN, VPN, basic switching technologies)
  • TAFE or Degree Qualification – IT Highly Regarded
  • Experience with HubSpot
  • Experience with Jamf and Apple devices 

What you’ll get in return:

  • Rub shoulders with thought leaders in the industry and collaborate with a sensational team.
  • We create digital products that people love and that matter.
  • 4 weeks annual leave 
  • Gifted 3 days leave between Christmas and New Year
  • Competitive salary 
  • Health and wellness activities