SUPPORT ANALYST | CLIENT SUPPORT

ABOUT PULSE

Pulse is an Australian-owned software company established for more than 35 years. Pulse is a complete management system with six fully integrated or standalone modules.

Pulse is utilised across the mining industry and various other sectors. Our ongoing efforts to enhance existing systems, along with frequent new product releases, are driving the company's vision to develop, improve, and evolve its world-class ERP software, analytics, and mobility platforms through the integration of emerging technologies.

ABOUT THE ROLE

Our Support team holds a key client-facing position, providing exceptional support to system users. We're looking for a motivated self-starter with experience in, and a genuine passion for, customer service. Please note this is a system user support role, rather than an IT support role, so advanced IT knowledge is not required.

Our Support team is responsible for communicating with our clients, organising and keeping track of tickets, and troubleshooting software and system integration issues for our end users. A primary part of this position is understanding our clients' needs and ensuring they're supported and using our software to its full capability.

This role also offers real development opportunities — you'll gain and build extensive knowledge and experience across the Pulse ERP software, working alongside technical specialists throughout the business as you grow into a technical expert yourself.

What You'll Be Doing (And loving!):

• Communicate with clients through phone, email and online sessions to understand and resolve their support needs

• Organise and keep track of support tickets, ensuring nothing falls through the cracks

• Troubleshoot software and system integration issues for our end users, escalating to technical & product specialists where needed

• Get to know our clients' businesses so you can help them use Pulse ERP to its full capability

• Work alongside technical& product  specialists across the business, building your own product and technical expertise over time

• Provide timely, professional solutions and support that keep our clients confident and satisfied

• Provide ongoing support and assistance to the customer experience lead and account managers on a daily basis.

What Makes You a Great Fit:

• A strong focus on customer service, with the confidence to communicate professionally with clients across phone, email, in person, and online sessions

• High attention to detail

• The ability to multi-task and manage competing priorities in a fast-paced environment

• A track record of providing timely, effective solutions and support to clients

• A motivated, self-starter attitude with a genuine passion for customer service

• No advanced IT knowledge required — we'll train you on Pulse ERP and our systems from the ground up

• Experience in a customer service, client support, or contact centre role is highly regarded

This Role Is Not for You If…

You're looking for a hands-on IT infrastructure or technical support role. This position is about supporting people, not servers — if you'd rather build relationships with clients and solve problems together than work behind the scenes on systems, you'll thrive here.

Why Pulse?

This isn't just another entry-level job — it's a full-time, permanent role at a company that cares about your growth and happiness. We'll train you on all our modules, help you sharpen your skills, and support your career journey — including a clear pathway toward technical specialism. Plus, enjoy fantastic perks like weekly fruit baskets, free coffee, a state-of-the-art gym, pinball, golf simulators, gaming zones, and a chill lounge to unwind.

Who You Are:

A curious, driven, team-oriented individual who values integrity, quality, innovation, and growth — just like us!

If you're ready to start a client-facing career with real support, real relationships, and real impact — we'd love to hear from you.