ICT Customer Support Officer

About Us:

As mobility industry leaders, Hertz and Thrifty stand out as globally recognized brands, synonymous with reliability and quality service. These brands embody values that align closely with those upheld by the KARMA RENTAL PTY LTD – TWG Rental, emphasizing customer satisfaction, innovation, and community engagement.

Under the umbrella of KARMA RENTAL PTY LTD – TWG Rental, eight strategically located Hertz and Thrifty franchises operate throughout Southeast Queensland, providing unparalleled convenience to customers. These locations include Boondall, Slacks Creek, Kallangur, Yamanto, Bundamba, Rocklea, Southport, and Nerang, ensuring accessibility across key areas of the region.

The fleet managed by KARMA RENTAL PTY LTD – TWG Rental consists of 2500 vehicles, continually evolving and expanding to meet the diverse needs of customers. Whether individuals require cars for personal use, utes for moving, vans for transporting goods, or trucks for commercial purposes, TWG Rental offers a comprehensive range of options.

Behind the success of KARMA RENTAL PTY LTD – TWG Rental stands a dedicated team of over 60 professionals committed to delivering exceptional service and ensuring a seamless rental experience for every customer. Their expertise and customer-centric approach contribute significantly to the company's reputation for excellence in the industry.

Furthermore, TWG Rental consistently provides competitive deals and promotions on its vehicles, making quality transportation solutions accessible to a wide range of customers. With its extensive fleet, experienced team, and commitment to customer satisfaction, TWG Rental emerges as the premier choice for car rental needs in South East Queensland, embodying the values of reliability, excellence, and service excellence.

About the role

KARMA RENTAL PTY LTD – TWG Rental is a prominent player in the mobility industry, representing globally recognized brands such as Hertz and Thrifty. With a robust presence across South East Queensland, encompassing eight strategically located franchises, TWG Rental caters to the diverse transportation needs of its clientele.

Role Overview:

We are currently in search of an enthusiastic ICT Customer Support Officer to bolster our team in Brisbane. In this pivotal role, you will serve as the frontline ambassador for our esteemed customers and staff, providing unparalleled technical assistance and swiftly resolving inquiries. Your adeptness in troubleshooting will be crucial as you navigate through a myriad of challenges, ensuring that our customers' concerns are promptly addressed and resolved to their utmost satisfaction.

Responsibilities

· Rental Software Troubleshooting: Providing technical support for rental management software used by TWG Rental for booking, scheduling, invoicing, and managing vehicle fleets. This involves diagnosing and resolving issues related to software functionality, user interface, database connectivity, and integration with other systems.

· User Training and Onboarding: Conducting training sessions and onboarding new staff members on how to use rental software effectively. This includes demonstrating key features and functionalities, explaining best practices for data entry and management, and providing hands-on guidance to ensure users are proficient in using the software.

· Configuration and Customization: Assisting with software configuration and customization to align with TWG Rental's specific business processes and requirements. This may involve configuring rental rates, vehicle categories, rental terms, and customer profiles within the software to optimise efficiency and accuracy in rental operations.

· Data Management and Reporting: Managing rental data within the software system, including maintaining accurate records of vehicle availability, rental agreements, customer information, and financial transactions. Additionally, generating custom reports and analytics to track key performance indicators (KPIs), analyse rental trends, and support decision-making processes.

· Integration with Other Systems: Facilitating integration between rental software and other ICT systems used within TWG Rental, such as accounting software, customer relationship management (CRM) systems, and fleet management solutions. This involves ensuring seamless data flow and synchronization between systems to streamline business processes and enhance operational efficiency.

· System Upgrades and Maintenance: Coordinating software upgrades, patches, and maintenance activities to ensure the rental software remains up-to-date and secure. This includes testing new software releases, applying patches to address security vulnerabilities or bugs, and communicating updates to relevant stakeholders within TWG Rental.

· User Support and Troubleshooting: Providing frontline support to users encountering issues or questions related to rental software usage. This involves responding to helpdesk tickets, emails, or phone calls promptly, diagnosing problems, and guiding users through troubleshooting steps to resolve issues efficiently. Additionally, documenting and escalating complex issues to software vendors or development teams for further assistance if needed.

· Quality Assurance and Testing: Participating in quality assurance (QA) testing activities to ensure the reliability, functionality, and usability of rental software. This includes performing regression testing, user acceptance testing (UAT), and usability testing to identify and report software defects or usability issues, as well as providing feedback to software vendors for continuous improvement.

· Compliance and Security: Ensuring compliance with data protection regulations and industry standards when handling sensitive customer information within rental software. This involves implementing security measures such as encryption, access controls, and audit trails to safeguard data integrity and confidentiality, as well as conducting regular security assessments and audits to identify and mitigate potential risks.

Skills and Qualifications:

· Diploma or bachelor’s degree in information technology, Computer Science, or related field.

· Proven experience in a similar ICT customer support role.

· Strong technical aptitude and troubleshooting skills.

· Excellent communication and interpersonal skills, with the ability to effectively communicate technical concepts to non-technical users.

· Experience with ICT systems, including hardware, software, and networking technologies (Cisco VPN, Access points, Routers, etc.).

· Experience with Rental Car Software, SharePoint, Power Automate, and Tracking Technology

· Customer-focused mindset with a commitment to delivering high-quality service.

Benefits:

· Competitive salary package

· Opportunities for career growth and development

· Dynamic and collaborative work environment

· Health and wellness programs

· Flexible work arrangements

How to Apply:

If you are a dedicated and proactive individual with a passion for providing exceptional customer support, we encourage you to apply for this position. Please submit your resume and cover letter detailing your relevant experience and qualifications to .

KARMA RENTAL PTY LTD – TWG Rental is an equal-opportunity employer and welcomes applications from individuals of all backgrounds.

Location: Kallangur, Queensland

Position: ICT Customer Support Officer

Contact: Full time

Salary: $70,000 – $80,000 p.a. plus superannuation guarantee

Summary of role requirements:

Looking for candidates available to work:

Monday: Morning, Afternoon

Tuesday: Morning, Afternoon

Wednesday: Morning, Afternoon

Thursday: Morning, Afternoon

Friday: Morning, Afternoon

2-3 years of relevant work experience required for this role

Work visa can be provided for this role

Expected salary: $70,000 - $80,000 per year

Full time