Job Summary:
As Product Support Specialist, you will play a pivotal role in ensuring the seamless delivery and ongoing support of Trapeze's ITS product suite. In the role, you will blend advanced technical consulting with hands-on service delivery, management of small-scale projects, resolving of complex technical issues, Inventory management and maintaining high standards of customer satisfaction.
You'll be responsible for overseeing customer software environments throughout their lifecycle, coordinating operational tasks, and acting as an escalation point for technical challenges. In addition, you'll drive process improvements, prepares accurate project estimates and reports, and collaborates closely with both internal teams and external vendors.
Job Description:
About the Role
As Product Support Specialist, you will play a pivotal role in ensuring the seamless delivery and ongoing support of Trapeze's ITS product suite. In the role, you will blend advanced technical consulting with hands-on service delivery, management of small-scale projects, resolving of complex technical issues, and maintaining high standards of customer satisfaction.
You'll be responsible for overseeing customer software environments throughout their lifecycle, coordinating operational tasks, and acting as an escalation point for technical challenges. In addition, you'll drive process improvements, prepares accurate project estimates and reports, and collaborates closely with both internal teams and external vendors.
You'll have the opportunity to:
* Resolve complex support cases, providing on-call technical support for critical issues and attending customer sites as required.
* Participate in an on-call support roster to ensure 24/7 coverage for critical systems.
* Act as escalation point for consultants and assist with workload balancing.
* Manage customer software and hosting environments throughout the full development, release, and maintenance lifecycle.
* Manage routine operational tasks such as certificate renewals, seasonal adjustments, and connectivity updates.
* Conduct annual disaster recovery and security testing, including coordination with external consultants and remediation of findings.
* Liaise with external vendors to resolve system issues.
* Manage small professional services projects end-to-end, delivering assigned work on time, on budget, and to agreed quality standards.
* Prepare accurate estimates and proposals for customer engagements.
* Provide accurate updates on support, quoting, project progress, and customer satisfaction to the Team Lead and Head of Operations.
* Ensure processes are in place to capture billable items and identify new service opportunities.
* Prepare reports and provide insights on deployments and operational performance.
* Monitor customer satisfaction through surveys and implement action plans to address issues.
* Assist with inventory tracking and management
* Drive process improvements and continuous value delivery for products and solutions.
What you'll bring to the role:
* Relevant tertiary qualifications or equivalent experience in IT, Software, Business, or related discipline.
* Solid experience in technical consulting, service delivery, or project management roles.
* Proven track record in IT service delivery and customer-facing engagements.
* Detailed understanding of networking, mobile data and cloud computing concepts
* Previous experience with software development and release processes
* Previous system administration experience supporting Microsoft Azure and Red Hat Linux.
* Strong financial and commercial awareness and ability to manage client expectations.
* Demonstrated experience in implementing process improvements and driving customer value.
* Exceptional delivery, technical, and change management skills.
* Excellent analytical, troubleshooting, and problem-solving ability.
* Ability to travel occasionally within ANZ for customer support and project delivery.
* Ability to build strong internal and external relationships, communicate effectively and maintain high customer satisfaction.
* Experience managing mobile devices or telematics solutions desirable.
* Exposure to public transport, logistics, or fleet management environments highly desirable.
Why Trapeze?
Trapeze Group is a global public transport technology leader. We partner with transport authorities and operator organisations to solve challenges, save money, and improve the experience of the millions of people that travel with our customers every day. The ANZ arm of our global business is headquartered in Brisbane, where the team have cultivated a supportive work environment, with a huge emphasis on employee engagement.
Our parent company, Constellation Software, is listed on the Canadian stock exchange and serves over 125,000 customers across more than 100 countries, with annualised revenues exceeding $8 billion.
Ready to Apply?
If you feel excited by the opportunity to join a rapidly scaling global business, please apply now or get in touch at We'd love to hear from you.
Please note: Only applicants with valid Australian working rights will be considered for this role.
Worker Type:
Regular
Number of Openings Available:
1