Support Analyst - Technical
Job No:
108820721
Location:
Brisbane
How you’ll make a difference...
At TechnologyOne, our global Customer Support team is pivotal to how we deliver customer-driven, innovative ERP software that transforms our customers business and makes their lives simple. With a focus on scaling our business for growth we want to ensure we set up for success.
We now have an opportunity for a new team member to join where they will be appreciate for their systems and administration skills and experience. This isn’t your average customer service role - this is a varied and exciting team role, where you’ll mix it with developers, senior techs, and other support team members to resolve internal and external customer queries and issues and ensure our customers are kept up to date. If this is you, apply now – we’d love to hear from you!
What you'll be doing...
- Owning and resolving assigned issues and question requests in a timely and seamless manner using your technical problem solving expertise
- Engaging with our Product and SaaS resolver teams where required on issue diagnosis, replication, and root cause analysis
- Understanding customer use cases, perform troubleshooting, and provide alternate solutions to customer issues
- Creating knowledge base articles to improve first call resolution and help customers self-serve
- Providing a compelling customer experience on every customer interaction to make our customers feel valued and important
- Also, you may be asked to represent TechnologyOne at events
Your talents…
Proven experience and knowledge in:
- Remote administration skills and use of tools including VPN connections, Remote Assistance, Remote Desktop Connection, VNC and PC Anywhere
- Experience with setup, configuration and administration of software, servers/desktops and other equipment
- experience with programming in e.g. Visual Basic, XML
- solving technical problems using appropriate tools and resources
- experience working with clients and vendors
Demonstrated capabilities which include:
- Customer centric - as a customer service professional you have a passion to deliver a compelling experience at every interaction
- Being a problem solving guru – you are deeply curious and committed to seek out and resolve problems no matter how technical. You thrive on taking a solution-based approach when analysing and resolving complex technical customer issues
- A master in self-organisation – you can balance multiple tasks with varying levels of priority and urgency and are resilient in facing challenging situations and working under pressure
- A solid communicator - your communication skills are second to none and you’re at your best when talking to customers across various channels and engaging with team members to achieve outcomes for customers
Who we are…
TechnologyOne (ASX:TNE) is Australia's largest enterprise software company and one of Australia's top 150 ASX-listed companies, with offices across six countries. We create solutions that transform business and make life simple for our customers. We do this by providing powerful, deeply integrated enterprise software that is incredibly easy to use. Over 1,000 leading corporations, government departments and statutory authorities are powered by our software.
We pride ourselves on providing our people with earned recognition through career progression, competitive salaries and a supportive environment. We double in size approximately every 4-5 years so career opportunities abound. Everything is about to change. Are you ready?
We value creativity, innovation, and people with an entrepreneurial spirit. See us in action at Hack Day!
* Applicants must have the right to work permanently in Australia.