For over almost 60 years, our solutions have enabled impactful connections between some of the world’s leading brands and their customers. And while we’ve already done a lot of work we’re proud of, we’re just getting started!

We’re a global technology company focused on creating dynamic, smart, personalised and engaging customer experiences powered by our range of digital hardware, our proprietary content management system and our industry leading signage solutions. (For example: If you’ve ordered in-store or in the drive-thru at McDonald’s somewhere in the world in the last few years, chances are you’ve interacted with our digital solutions.) We work in over 50 global markets and have 9 offices around the world, with a global headquarters proudly located in our founding home of Sydney, Australia.

Coates Group has the values of a family-owned business and the innovative spirit of a start-up, both which fuel our purpose – Creating Connections. Empowering Partnerships. Always Evolving.  Through hard work, dedication and creativity, we’ve become industry leaders who have won awards and set records while remaining focused on continual growth and evolution. We are a 2x Australia Good Design Award winner and successfully completed the largest hardware deployment in Quick Service Restaurant history.

We are curious, charismatic, authentic and we value and leverage the diversity of our crew. We are imaginers, kindness enthusiasts, experts, creators, thinkers, challengers, collaborators and over-achievers. And together, as a Crew, we are revolutionizing the way the world’s leading brands leverage technology to drive the best customer experiences.

  

This post-installation function is critical support for our clients.  You’ll work as the point of first contact for any issues relating to installations, support, product malfunctions, break fixes and troubleshooting for all software and hardware issues in our product line.

 

Amazing customer support skills are required for this position, as well as a strong desire to help customers resolve product issues.  You must be able to multi-task, possess strong analytical skills and work quickly in a high-pressure environment.  Experience working within a highly organized, detail-oriented process is required.

 

PLEASE NOTE:  A key requirement for this role is flexibility around working hours, as you will be required to work weekends and after-hours as part of a rotating roster.

 

 

-Liaise with external clients and internal stakeholders to provide solutions and ensure service level agreements are met

-Troubleshoot, respond and resolve software/hardware issues

-Identify and diagnose bugs to collaborate with the development team for issue resolution

-Provide phone and email support, or remote assistance, to all clients

-Address and resolve support tickets from our ticketing system

-Provide basic network support

-Compose knowledge articles on resolutions provided for future internal/external use

 

 

-Minimum 2 years of experience in technical customer service support

-Background in IT systems

-Experience providing technical support to external clients

-Knowledge and experience working in a Linux (especially Ubuntu) environment

-Familiarity of scripting (e.g. JavaScript, basic PHP, etc.)

-Experience with server hardware and software support in networking environments

-Physical build of media player hardware and installation of software (basic assembly, installing hard drives, and RAM).

-Possess an understanding of server-client architecture

We are industry leaders who have won awards and set records. We are a 2x Australia Good Design Award winner and we successfully completed the largest hardware deployment in Quick Service Restaurant history.

We are industry leaders who have won awards and set records. We are a 2x Australia Good Design Award winner and we successfully completed the largest hardware deployment in Quick Service Restaurant history.

We are led by a forward-thinking CEO who has demonstrated a true passion for people and making Coates a place where people genuinely enjoy working. Our growth plans enable a focus on providing rapid career advancement opportunities for our talent.

Together, we are creators, allowing us to make our purpose a reality – to create immersive brand experiences for everyone.

Be part of a global team of talented, ambitious, creative people that value integrity, individuality and inclusivity. (Ask us about our Equality + Empowerment Initiatives).

The benefits include an annual market competitive bonus program and our “Thrive Program” which includes a suite of flexible work options because we’re strong believers that you should never miss an important life or work moment. Thrive also provides dedicated time to prioritize our health and wellbeing (think virtual Yoga or meditation sessions), a Global Wellness paid day off to recharge as well as a “Give Back Day” to allow our Crew an opportunity to make an impact in the community.

We skip the red tape and aim to always stay nimble. We’re proud of where we’ve been and are energized by where we’re going. We encourage ideas and perspectives because we know the more we have, the better we are. We work hard but have fun along the way. We push the boundaries but keep it real and authentic. We believe in the values that got us here are the ones that will continue to lead us forward. We are excited by what we’ve accomplished, but know the best is yet to come.