Remote Help Desk Assistant

Salary: $35 – $40 per hour

About us

My Parcel Locker is a forward-thinking technology company revolutionising the parcel delivery and storage industry. We are committed to providing innovative solutions that make parcel management seamless and convenient for our customers. Our team is passionate about technology, customer service, and building systems that make a real difference in people's lives. We foster a collaborative culture where employees are valued, supported, and encouraged to grow their skills in a dynamic environment.

About the role

We are seeking a Remote Help Desk Assistant to join our support team on a part-time basis. This is an excellent opportunity to provide front-line technical support to our users and customers whilst working remotely from anywhere in Australia. In this role, you will be the first point of contact for users experiencing technical issues, providing prompt, professional and effective support. You will troubleshoot problems, escalate complex issues to senior technicians, and help ensure our customers have a smooth experience with our parcel locker systems and related services. This is a key position that directly impacts customer satisfaction and operational efficiency.

Key responsibilities

• Respond to customer and user support requests via email, phone, and ticketing systems in a timely manner

• Troubleshoot common technical issues related to parcel lockers, software applications, and user accounts

• Provide clear, customer-friendly explanations of technical problems and solutions

• Document all support requests, resolutions, and customer interactions accurately in the ticketing system

• Escalate complex technical issues to senior support staff and IT specialists with appropriate documentation

• Follow established troubleshooting procedures and knowledge base resources to resolve issues efficiently

• Maintain a professional and courteous approach to all customer interactions

• Contribute to the development of support documentation and FAQ materials based on common customer queries

• Assist with basic account management tasks and password resets

• Monitor support email and ticket queues to ensure timely response to incoming requests

What we're looking for

• Strong customer service skills with the ability to communicate technical concepts to non-technical users

• Experience in a help desk, IT support, or similar technical support role (previous experience preferred but not essential)

• Proficiency with ticketing systems, email systems, and remote support tools

• Basic IT knowledge including familiarity with Windows and/or Mac operating systems

• Excellent problem-solving abilities and patience when dealing with technical issues

• Strong written and verbal communication skills

• Ability to manage multiple support requests simultaneously and prioritise effectively

• Reliable internet connection and a suitable remote working environment

• Professional phone etiquette and communication style

• Willingness to learn new systems and technologies

• A+, CompTIA Network+, or similar IT certification is desirable but not essential

What we offer

At My Parcel Locker, we recognise the importance of work-life balance and flexibility. As a part-time remote role, you will enjoy the flexibility to work from home whilst maintaining a healthy balance between your professional and personal commitments. We offer competitive hourly rates, a supportive team environment, and the opportunity to develop your IT support skills with exposure to innovative technology. You will have access to training and development opportunities to enhance your technical knowledge and career progression. We are committed to creating an inclusive workplace where all employees feel valued and supported in their work.

Apply now

If you are enthusiastic about providing excellent customer support and have a passion for helping others solve technical problems, we would love to hear from you. Please submit your CV, a cover letter outlining your relevant experience, and any certifications you hold to apply for this exciting opportunity with My Parcel Locker.