2Nd Level Application Support Consultant

Who we are - Pentana Solutions?
For almost 50 years, Pentana Solutions has pushed the automotive envelope through innovation, cutting edge technology and industry changing invention. Our passion for the industry and our expertise in the field drive us to always look for the next opportunity. Through customer collaboration and 49 years of industry knowledge, we work around the clock to ensure our customer's businesses operate more profitably. With a global footprint spanning more than 100 countries and 50,000 users – we're driven to deliver innovative solutions that transform the way you'll work tomorrow. As a company, we recognise our people are our greatest asset. Our core values support our vision and shape our culture - En.R.I.T.C.H - Enjoyment, Respect, Integrity, Trust, Communication and Honesty. All our employees understand and live by these values which leads to our success.
What You'll Do:We are excited to offer two distinct Second Level Application Consultant roles based in Melbourne:
Second Level Application Consultant – Accounting Focus: Perfect for candidates with experience or background in accounting who understand financial processes within automotive or related industries. Second Level Application Consultant – Service Focus: Ideal for applicants with knowledge or experience in automotive service operations, maintenance workflows, or service management.
Both positions require strong customer support skills, effective incident management abilities, basic IT proficiency, and a strong commitment to delivering outstanding service.
This role requires working from our head office in Mount Waverley, five days per week.
Reporting to the Applications Team Leader, you will provide expert support for our IT products and services.
Key responsibilities include, but are not limited to:Logging, diagnosing, and resolving service requests and incidents promptly within agreed SLAs. Managing your own case queue efficiently using our Case Management System.Acting as a customer advocate, building strong relationships and ensuring needs are clearly communicated and addressed. Collaborating with the team to analyse issues and deliver exceptional customer service. Conducting on-the-job training and mentoring for new team members. Participating in pilot testing, field services, and weekend support as required. Creating and maintaining documentation and knowledge base articles for issue resolution. Record and manage customer contacts across multiple channels (phone, email, web, fax). Provide clear, timely updates and escalation where necessary. Follow help desk procedures, including shift and phone rosters. Engage positively with internal teams and customers for solutions and improvements. Attend training sessions to enhance your capabilities. Contribute to continuous improvement initiatives within the team.
Be part of a team that challenges the status quo, drives innovation, and builds solutions that make an impact. If you're ready for the next step in your career, apply now
What We're Looking For:
?? 5+ years of experience in supply chain/automotive product development?? Strong ERP experience and understanding of business processes?? Excellent problem-solving and analytical skills?? Ability to engage with customers and deliver tailored solutions?? Self-motivated team player with a "can-do" attitude?? Exceptional communication and presentation skills Location: Melbourne Australia Work Hours: Standard 38 hours per week (flexibility required)
What's in it for me?
The successful candidate will be rewarded with the opportunity to join a passionate group of highly experienced people in an inclusive local and global team.
Other benefits include: Attractive remuneration package – we believe in sharing the benefits of growth with alignment to our portfolio and company success.Relaxed but ambitious culture – We focus on delivering outcomes but have fun doing it. Opportunity to collaborate with a broad range of departments – you will get to work with various departments across our organisation nationally and across the globe.THRIVE - our holistic wellbeing program. GROW - our Learning and Development framework, where we aim to create a workplace that inspires continuous personal and professional growth. Work-life balance, inclusive culture, community and social events, awards and recognition for your work.
Who you are:
Professional:Proven experience in a customer support or service desk role, ideally with triage responsibilities. Strong competency in MS Office applications. Relevant experience or background either in accounting or automotive service, depending on the role you are applying for. ITIL Foundation certification is an advantage.
Personal:Exceptional customer service and stakeholder management skills. Confident and assertive communicator with strong negotiation ability. Analytical thinker with pragmatic problem-solving skills. Ability to multitask, work under pressure, and meet KPIs/targets. Self-driven, adaptable, and comfortable working independently or as part of a team. Committed to delivering high-quality results and continuous improvement.
We're all about celebrating diversity and creating an inclusive, respectful team. We welcome applications from people of all backgrounds, including Indigenous Australians, people of colour, LGBTIQA+, and those with disabilities. Need any support during the application process? Just let us know
Be part of a team that challenges the status quo, drives innovation, and builds solutions that make an impact. If you're ready for the next step in your career, apply now
Alternatively, you may email your interest and CV to