Get AI-powered advice on this job and more exclusive features.
For more than 25 years, SFI Allegro has been supplying innovative work management and compliance control software solutions to help manage some of the world's largest brands across the Food & Beverage, Manufacturing, Power & Water Services/Utilities and Pharmaceutical Industries.
About the Role
We seek a passionate Software Product Support Analyst to join our awesome team and contribute to the company's ongoing growth and success through the development of our flagship solution, Xugo. For a little more context, Xugo is a cloud-based web/mobile solution that leverages Microsoft Azure (www.xugo.com.au), architected and developed using the latest web, mobile app, and cloud technologies.
As a Software Product Support Analyst, you will work within the SFI Service Delivery team and liaise with our clients by responding to support requests via email/portal and assisting in triaging, resolving, testing and escalating any issues. Your significant focus is to support the Service Delivery team and ensure clients have a great experience. You won't constantly be liaising with clients, so a blend of technical skills (e.g. SQL, software configuration, software testing) will be advantageous to support other exciting initiatives to assist the broader team in enhancing the Xugo product.
Be part of a culture that prides itself on continuous improvement and innovation at every stage of our service delivery, ensuring that the user experience of our Xugo product is positive and enjoyable to use.
While your primary responsibility is as a Software Product Support Analyst, there will be hybrid duties that require you to assist across other teams based on demand.
Key Responsibilities
* A comprehensive understanding of the Xugo product (all training is provided).
* Provide email and portal support to Xugo clients (including bugs, configuration, enhancements, releases and functionality clarification) using Zoho.
* Collaborate with developers, business analysts, product managers, product support analysts and stakeholders to define and validate issue resolution.
* Support customer satisfaction by maintaining strong and sustainable business relationships with our clients.
* Produce monthly SLA reports, combining various metrics e.g. from Azure.
* Provide technical mentoring and guidance regarding Xugo to clients.
* Configuration of Xugo requiring some SQL technical skills (desirable)
* Record any bugs/issues or new feature requests in Jira.
* Support testing of new Xugo features/enhancements.
* Work closely and liaise with cross-functional internal teams - Product Development, testing and Operation/Delivery teams to ensure timely and successful delivery of solutions (implementation and variations), to improve the entire client experience.
Skill Set
The position will require a skilled and client-focused professional with a proven track record of providing exceptional support. The ideal candidate will play a critical role in ensuring a seamless user experience while contributing to the delivery and maintenance of the high-quality Xugo product. This position requires meticulous attention to detail, strong problem-solving skills, and a deep understanding of web and mobile support methodologies.
* Familiarity with cloud-based systems, particularly solutions built using the Microsoft stack and Azure hosting.
* Strong analytical and problem-solving skills to identify software issues and suggest improvements.
* Attention to detail and a commitment to quality and security.
* Open communicator and 'Team Player'.
* Excellent written and verbal communication skills
* A strong work ethic and professional attitude.
* Dedication to supporting your team and clients.
Why work for SFI Allegro
* Join an open, genuine, enthusiastic and high-performing team.
* Celebrate successes with team events
* Enjoy year-round social activities.
* Be part of a high-tech company with a great culture where people enjoy the work they do and take pride in the software they create.
Qualifications
* Relevant tertiary or technical qualification in IT.
* Proven experience (4+ years) in Service desk/support and software product delivery/software industry.
* A bonus if you have the following;
* Experience with relational databases (MS SQL Server) and SQL.
* Software Testing skills
* Strong in managing incidents and root cause analysis.
Join our supportive culture within a mid-sized business, focusing on capitalising on SFI's strong brands and exploring opportunities to nurture your career aligned with your strengths and aspirations.
Seniority level
* Seniority level
Mid-Senior level
Employment type
* Employment type
Full-time
Job function
* Job function
Information Technology
* Industries
Software Development
Referrals increase your chances of interviewing at SFI Allegro by 2x
Sign in to set job alerts for "Product Support Analyst" roles.
Melbourne, Victoria, Australia 2 weeks ago
Melbourne, Victoria, Australia 1 month ago
Melbourne, Victoria, Australia 1 week ago
Melbourne, Victoria, Australia 1 week ago
Melbourne, Victoria, Australia 2 weeks ago
Support Analyst - Payments, Banking & POS
Melbourne, Victoria, Australia 3 weeks ago
Melbourne, Victoria, Australia 1 month ago
Melbourne, Victoria, Australia 3 days ago
Melbourne, Victoria, Australia 3 weeks ago
Melbourne, Victoria, Australia 1 week ago
Ringwood, Victoria, Australia 3 weeks ago
Melbourne, Victoria, Australia 2 days ago
Melbourne, Victoria, Australia 2 weeks ago
Melbourne, Victoria, Australia 2 weeks ago
Melbourne, Victoria, Australia 1 week ago
Melbourne, Victoria, Australia 1 week ago
Melbourne, Victoria, Australia 2 weeks ago
Melbourne, Victoria, Australia 4 days ago
Desktop Support Analyst (First Nations Identified)
Melbourne, Victoria, Australia 1 month ago
Senior Service Desk/Desktop Support Analyst
South Melbourne, Victoria, Australia 1 month ago
Melbourne, Victoria, Australia A$35.00-A$40.00 3 days ago
Melbourne, Victoria, Australia 1 week ago
Footscray, Victoria, Australia 4 days ago
Melbourne, Victoria, Australia 2 weeks ago
Melbourne, Victoria, Australia 2 days ago
Melbourne, Victoria, Australia 8 months ago
Southbank, Victoria, Australia 2 weeks ago
Expression of Interest (EOI) - AGSVA Cleared Technical Project Management & Support (Melbourne)
Melbourne, Victoria, Australia 2 weeks ago
Melbourne, Victoria, Australia 3 days ago
Melbourne, Victoria, Australia 5 days ago
Finance Analyst / Accountant - Manufacturing
Dandenong, Victoria, Australia 2 weeks ago
AUTOMOTIVE DIAGNOSTIC ENGINEER / TECHNICAL SUPPORT
Melbourne, Victoria, Australia 4 days ago
AGSVA Cleared Technical Project Management & Support (Melbourne) - EOI
Melbourne, Victoria, Australia 2 weeks ago
We're unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.
#J-18808-Ljbffr