Software and Hardware IT Customer Support Position

Join the Team at GaP Solutions

GaP Solutions is a leading provider of innovative retail technology solutions, helping businesses across Australia streamline operations through industry-leading Point of Sale, retail management, and business software platforms. We are seeking an enthusiastic and customer-focused IT POS Support & Trainer to join our growing Customer Service team.

This role is ideal for someone who enjoys combining technical problem-solving with customer education and software training. You will play a key role in onboarding new customers, delivering training programs, providing ongoing support, and helping customers get the most from the GaP Solutions EM-Cloud (EMC) software platform.

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Position Overview

Reporting directly to the IT Support Manager, you will be responsible for supporting customers using the GaP Solutions EMC Point of Sale and Retail Management System. You will lead customer onboarding activities, deliver software training both onsite and remotely, provide ongoing user support, and assist customers in adopting best-practice use of our software solutions.

You will work closely with retailers and hospitality businesses of varying sizes, helping users develop confidence and proficiency with the EMC platform while ensuring outstanding customer service at every stage of the customer journey.

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Key Responsibilities

Customer Onboarding & Training

• Lead onboarding and implementation activities for new EMC software customers.
• Deliver comprehensive training on EMC POS and associated software modules.
• Conduct customer training sessions both onsite and remotely via Microsoft Teams or similar platforms.
• Develop tailored training programs to suit individual customer requirements and business operations.
• Provide ongoing refresher training and coaching to existing customers.
• Create and maintain training materials, user guides, knowledge base articles, and instructional content.
• Assist customers with software updates, new features, and best-practice operational procedures.
• Assess customer competency and recommend further training where required.

Customer Support

• Provide first and second-level technical support for EMC software users.
• Diagnose and resolve software, hardware, and system-related issues.
• Manage support requests through the helpdesk system in accordance with service level expectations.
• Escalate complex technical issues where necessary.
• Maintain accurate records of customer interactions, resolutions, and actions taken.

Customer Relationship Management

• Build strong, professional relationships with customers.
• Ensure customers receive a positive and supportive experience throughout implementation and ongoing system use.
• Identify opportunities to improve customer adoption, engagement, and satisfaction.
• Work collaboratively with internal teams to ensure successful project outcomes.

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Key Requirements

Essential

• Previous experience in a customer service, technical support, POS support, software training, or implementation role.
• Strong communication and interpersonal skills.
• Demonstrated ability to train users on software applications both individually and in group settings.
• Experience delivering training in both onsite and remote environments.
• Ability to explain technical concepts to non-technical users.
• Strong troubleshooting and problem-solving skills.
• Excellent organisational and time management abilities.
• Ability to work independently and as part of a team.
• Current Australian Driver's Licence.
• Willingness to travel as required to customer locations.

Desirable

• Experience working with retail Point of Sale systems.
• Experience conducting software implementations and customer onboarding.
• Knowledge of retail operations, inventory management, promotions, and reporting systems.
• Experience using Microsoft Teams, Zoom, or equivalent remote training platforms.
• Previous experience creating training documentation and user guides.
• Understanding of SQL databases, networking, or software integrations.

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What We Offer

• Competitive salary package.
• A supportive and collaborative team environment.
• Ongoing professional development opportunities.
• Exposure to leading retail technology solutions.
• Opportunities for career growth within a growing Australian technology business.

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Why Join GaP Solutions?

At GaP Solutions, we pride ourselves on delivering exceptional customer outcomes through innovative technology and outstanding service. As our IT POS Support & Trainer, you will have the opportunity to make a genuine impact by helping customers successfully implement, adopt, and maximise the value of our EMC software platform.

If you are passionate about technology, enjoy working with customers, and have a talent for training and educating others, we would love to hear from you.