Our client is a highly regarded software company which has created a product to improve the work lives of thousands of people across Australia, New Zealand, and the USA.
This is a great opportunity to join a great team in an organisation which has seen tremendous growth and is making the shift to becoming an enterprise level company.
In this role you will be responsible for:
- Providing highest levels of customer service to our clients.
- First point of contact for our Level 1 support team for all support incidents requiring technical investigation.
- Diagnosing issues and identify a fix and / or workaround as needed within client specific SLA requirements.
- Collaborating with level 3 support, product support, infrastructure support and analytics teams if an incident needs deeper technical / code level investigation.
- Collaborating with client's internal technology teams and / or external vendors as needed to ensure successful resolution of the incidents.
- Providing ongoing updates to the customer about the progress.
- Review recurring incidents to identify and log problem tickets for deeper investigation.
- Share feedback about frequent support issues with product team and learning and enablement team to ensure ongoing improvements.
- Contribute to knowledge base content based on experience from resolving support incidents.
- Participating in 'rostered on-call'
To be successful in this role you must have:
- 3+ years of experience in providing technical support for enterprise software/applications with stringent SLAs.
- Ideally you thrive on a challenge and love to solve complex problems.
- You have proven exceptional customer service experience with ability to communicate to technical and non-technical people both in person and written communication.
- Ideally you have experience in using a service management tools such as Zendesk, Remedy, ServiceNow, etc.
Please note we are not seeking candidates with only infrastructure or PC support experience you must have software/application support experience.
For a confidential discussion please call Jessica Gadsby on (08) 8112 7417, or please send through your updated resume for consideration. Please quote job reference 243165.
To apply please click the 'Apply Now' button.
