Job Title: Support Expert
Location: Sydney, Australia
We are seeking a skilled Support Expert to join our team and provide exceptional technical support for cutting-edge technology products in the construction sector.
Key Responsibilities:
You will be responsible for resolving customer-related software issues associated with our construction accounting and project management software, as well as other point solutions. Your primary tasks will include:
* Answering support phone calls and chats, providing remote technical support directly to clients
* Monitoring support requests using tools, tracking and documenting calls, and analysing reports to ensure service levels are met
Additional Activities:
You will also develop knowledge base articles to document troubleshooting steps and common solutions for frequent calls, assist customers with the use of our software core products and point solutions, update the Support Incident Management System with issue progress, and produce regular status reports.
Requirements:
To succeed in this role, you will need excellent communication skills, top-notch organisation and prioritisation skills, and good time management abilities. You should also possess:
* The ability to empathise with customers, actively listen, and defuse situations rather than intensify them
* Professionalism, discretion, and good judgment in all interactions with colleagues and customers
* The ability to handle confidential and sensitive information and records with high discretion and diligence
* Quickly develop and maintain a high level of knowledge of our software products and remain an expert on current product knowledge
* Accuracy and thoroughness in work, presenting numerical data effectively, and reading and interpreting written information
Desirable Skills and Experience:
While not required, experience in IT, accounting concepts, or the construction industry would be beneficial, along with knowledge of systems. You may also have exposure to creating and editing user documentation, typing at 40 WPM or better, and knowledge.
Qualifications and Experience:
We are looking for individuals with 4+ years of relevant experience in technical support, qualifications in business, accounting, or IT, and the ability to work within the coverage requirements of the Customer Support department, including on-call rotation or later shifts.