Product Support Consultant - Enforcement (Docklands)

About Orikan Orikan is a world-class provider of a complete range of parking technology solutions that support real communities. From meters, maintenance and sensors to infringement management, digital permits, smart payment applications, compliance and analytics: we provide a one-of-a-kind, industry-leading suite of services and solutions. Join a forward-thinking team at Orikan, a leader in integrated technology solutions for smarter cities. About the Role Are you an early career professional with experience in customer service or client engagement, looking to build your career in technology? As a Product Support Consultant – Enforcement, you will play a critical role within our Technology & Products team, delivering high-quality, timely, and customer-focused support across our enforcement and digital services platforms. You will be a part of the Product Support team who work closely with internal support teams, and stakeholders to ensure ongoing success of platforms including PinForce, LPRx, PayStay, ePermits and IMaaS. You will take ownership of customer issues end-to-end, combining your client-facing experience with technical problem-solving to ensure continuity of service and an excellent customer experience. What You’ll Be Doing With support from experienced team members, you will:
- Manage allocated support tickets within agreed KPIs, providing regular and clear updates to customers
- Deliver Level 1–2 technical support via phone and email for software and hardware (e.g. mobile Bluetooth printers)
- Monitor, investigate and resolve incidents and service requests across your product portfolio
- Maintain accurate and up-to-date records of all tickets in the service desk system
- Liaise with internal teams (Development, IC, Engineering) and third-party providers to resolve issues, while retaining ownership of tickets
- Escalate complex issues where required, ensuring ongoing communication with customers
- Conduct system health checks and take proactive steps to ensure maximum availability of production applications
- Work with clients to document and update system requirements
- Write and execute SQL queries (MS SQL) to support troubleshooting, data extraction and reporting
- Contribute to administrative and support tasks required to maintain workflow continuity
- Participate in a 24/7 on-call support rotation (once trained) What We’re Looking For We’re looking for someone who is customer-focused, proactive, and keen to build their technical capability. Key Experience & Skills:
- 2+ years’ experience in a customer service, client support, or service desk environment – ideally in a technical environment
- Strong customer service skills with a demonstrated customer-first mindset
- Experience managing customer queries, resolving issues, and working within service standards/KPIs
- Ability to communicate complex technical concepts clearly to a range of audiences
- Experience working across teams (e.g. support and development) to drive outcomes Technical & Capability Requirements:
- Exposure to IT systems, software support, or databases (SQL experience highly regarded)
- Experience using remote support tools and diagnostic utilities
- Ability to prioritise, plan and manage competing demands in a fast-paced environment
- Strong attention to detail and accuracy in documentation and case management Behavioural & Core Competencies:
- Strong consultative approach with ability to build trusted relationships with clients and stakeholders
- Excellent written and verbal communication skills, with a clear and concise style
- Ability to remain calm and qualified when dealing with challenging situations or customers
- Demonstrated ownership, accountability, and a proactive approach to problem solving
- Ability to learn quickly, adapt to change, and continuously improve
- A proactive approach, with strong attention to detail and accountability for outcomes
- Confidence to ask questions, learn quickly, and collaborate with others Why Join Orikan?
- Supportive, collaborative team environment
- Exposure to real-world technology used across Australia, New Zealand and expanding into the USA
- Career development opportunities within a growing tech business
- Commitment to diversity, inclusion, and supporting women in STEM
- Modern and central office location in the Docklands, Melbourne area Ready to Grow Your Career in Technology? If you’re looking to take the next step in your career and deepen your experience in technology and product support, we’d love to hear from you. Apply on Kit Job: kitjobau.com/job/3qb6qd