About the Company Luxury Living Furniture Pty Ltd is a Brisbane-based furniture company specialising in contemporary designs for home and commercial interiors. We offer high quality furniture, excellent customer service, and a user-friendly online shopping experience via our website [luxurylivingfurniturebrisbane.com.au]. As part of our growth, we’re expanding our digital services and eCommerce capabilities, and we want to ensure excellent support for our online customers. Role: ICT Customer Support Officer You will be part of our support team, helping to ensure the online shopping, payment, website, invoice, and customer service systems run smoothly. You will act as primary point of contact for customers needing help with technical or transactional issues on our website or related to their orders. Key Responsibilities Respond to customer enquiries via phone, email, chat with clarity, professionalism, and timeliness. Diagnose and resolve technical issues related to website functionality (e.g. ordering errors, cart issues, broken links). Assist customers with payment processing issues (credit cards, digital wallets, refunds, failed transactions). Manage and track customer invoices, order confirmations, returns, and related documentation. Liaise with web developers / IT team to report bugs, propose improvements, or escalate issues. Install, configure, and maintain software tools used in customer service (e.g. CRM, helpdesk, ticketing system). Ensure that website updates, content changes, or product uploads don’t disrupt the customer experience. Monitor system performance, uptime, and coordinate with hosting / network providers as necessary. Provide basic training / user guides for internal staff or customers, as required. Keep accurate records of customer issues, resolutions, and maintain knowledge base / documentation. Adapt existing programs or internal tools to meet user (customer or staff) requirements. Assist in implementing new features (e.g. checkout flows, promotional functions, product filtering) by testing and giving feedback. Repair or arrange repair / replacement for peripheral / hardware used in store or warehouse if needed (printers, barcode scanners, POS devices etc.), or liaise with third-party vendors. Ensure compliance with relevant safety, security, privacy, and data protection regulations in all tasks. Continuously seek to improve processes to reduce issues, improve first-contact resolution, and enhance website/customer satisfaction. What We’re Looking For Minimum 1 year of experience in ICT customer support, helpdesk, or a similar technical role. Certificate IV, Diploma, or equivalent qualification in Information Technology (or relevant experience). Strong technical troubleshooting skills with familiarity in eCommerce platforms, online payments, and CRM/helpdesk systems. Excellent customer service, communication, and problem-solving skills, with attention to detail. Ability to work independently and collaboratively, adapting to evolving digital and customer needs.
