ABOUT PULSE

Pulse is an Australian-owned software company established for more than 35 years. Pulse vantage is a complete management system with six fully integrated or standalone modules.  

Pulse is utilised across the mining industry and various other sectors. Our ongoing efforts to enhance existing systems, along with frequent new product releases, are driving the company's vision to develop, improve, and evolve its world-class ERP software, analytics, and mobility platforms through the integration of emerging technologies.

ABOUT THE ROLE

Reporting to the Client Experience Lead – Support Services, you'll own the customer support function for Pulse ERP — managing a distributed L1–L3 help desk team and ensuring mining and resources customers across Australia and New Zealand receive world-class assistance every day. 

What You’ll Be Doing (and loving!):

• Lead and manage a geographically distributed support team, setting performance standards and building a culture of continuous improvement

• Oversee ticket workflow, prioritisation, and resolution across all ERP modules — ensuring SLA compliance and consistently high customer satisfaction

• Work alongside Pulse's own AI knowledge systems and tools as we build the future of ERP support

• Collaborate with Product Analysts, Module Leads, Account Managers, and Client Success teams to bridge customer needs with product development

• Develop and maintain support documentation, runbooks, and best-practice guides for all Pulse ERP modules

• Analyse support metrics and customer feedback to identify trends, training gaps, and opportunities for service improvement

• Coach and develop team members to build deep expertise in ERP processes and Pulse-specific functionality

What Makes You a Great Fit:

• Demonstrated experience leading L1–L3 help desk or application support teams for enterprise systems (ERP, CRM, or similar)

• Strong understanding of business processes across Financials, Supply Chain, or Operations

• Proven ability to communicate complex technical concepts clearly to both technical and non-technical stakeholders

• Proficiency with ticketing systems, knowledge management platforms, and support metrics

• Working knowledge of Windows/Microsoft 365, databases, cloud environments, and API integrations

Why Pulse?
This isn’t just another job — it’s a full-time, permanent gig at a company that cares about your growth and happiness. We’ll train you on all our modules, help you sharpen your skills, and support your career journey. Plus, enjoy fantastic perks like weekly fruit baskets, free coffee, a state-of-the-art gym, pinball, golf simulators, gaming zones, and a chill lounge to unwind.

Who You Are:
A curious, energetic, team-oriented individual who values integrity, quality, innovation, and growth — just like us!

 If you’re ready to step into a role where every day is different, full of learning, and a chance to make an impact, we want to hear from you.