Customer Service Officer

We are looking for an experienced software Customer Service Officer to act as the first port of call for all of our inbound B2B customer enquiries.

Salary: $55,000 – $65,000 plus super
Location: Melbourne
Reports to: Customer Experience Manager
Work Type: Full Time


As a vital member of the Emersion Operations Centre, you will be responsible for:

• Technical support for Emersion’s incoming call and ticketing queues for products and services.

• Analysing, investigating and resolving technical issues that clients are having with Emersion’s products and services.

• Providing exceptional customer service to our customers.

You will be the first point of contact for most of our customer enquiries and will need both exceptional customer service  and technical skills to be successful in this role.


This role would suit someone who loves being the first point of contact whenever our customers run into issues or want help and advice for using our system. We are looking for a creative problem solver who thrives on providing a positive customer experience.

In this role, you will have the autonomy to manage your workload. A high amount of attention to detail is required alongside the ability to solve complex technical and account management issues when they arise.

Our ideal candidate will have a cutting-edge mindset around systems, processes and governance and will be eager to learn all about Emersion and how our solution works.


The ideal candidate will have/be:

  • At least three years of experience working in a software technology company or Managed Services
  • Experience providing first-level helpdesk support and escalating as necessary to 2nd and 3rd level support
  • The ability to troubleshoot complex technical issues
  • Advanced customer service skills and the ability to handle complex account management issues
  • Investigate and updating incident tickets with root cause analysis through to closure and post-implementation review
  • Able to follow the hand over process document to bring the next shift up to speed and highlight priority items and issues
  • Supported production deployments


  • Experience working in a SaaS/ Technical environment
  • Prior work debugging HTML browser-based errors
  • Data analysis experience
  • Experience working with CRM solutions like Salesforce
  • Experience with accounting platforms like Xero
  • Prior helpdesk experience
  • A basic understanding of the software development lifecycle
  • A basic understanding of ITIL4 or ISO2000


  • Career Progression Opportunities – Emersion has a large technical team, and for the right candidate there are opportunities to progress into leadership positions in the customer experience team or even technical / training and consultation roles.
  • Learning and Development – You’ll be trained in our internal system and have opportunities to work alongside an experienced technical team. 
  • Remote and Flexible Working – During the COVID-19 Pandemic, you’ll be working remotely. The Emersion team is open to flexible and remote working opportunities that make sense for your role, performance and our organisation. 
  • Growth – Backed by the Novatti Group (ASX:NOV) Emersion is a safe and dependable place to work. We will continue to grow despite the COVID-19 Pandemic and have big plans for growth in the coming years. 


Employment with the Novatti Group / Emersion requires you to have Australian citizenship or to be a permanent resident of Australia or New Zealand or to have a valid visa that provides work rights.

To apply, send a cover letter explaining why you think your application should be considered and a copy of your CV/Resume through to careers@emersion.com