Customer Support Assistant, Australia (Software)

Summary about this job

Detail information about job Customer Support Assistant, Australia (Software). Terms and conditions vacancy

Disclaimer: The Schneider Electric industrial software business and AVEVA have merged to trade as AVEVA Group plc, a UK listed company. The Schneider Electric and Life is On trademarks are owned by Schneider Electric and are being licensed to AVEVA by Schneider Electric.

Mission 

(Why this position exists?): CSA role in Sydney is part of our global strategy for GCS to enable 27x7 support across all brands. It is also a critical requirement for CCE project implementation in APAC.

The Customer Support Analyst contributes to:

• GCS Overall Customer Satisfaction (Call handing and routing to meet GCS SLA’s )
• CustomerFIRST (support contract) revenue and renewal rates

Network of Interaction: 
Internal - Technical Sales Consultants / Advanced (L2) Support Teams, Other regional GCS Teams, Local GCS Teams and Internal Sales

External - End users, Distributors, OEMs and System Integrators (SI)

What is the role?

• Utilise your quality customer service skills preferably in a support services environment and help your team by being the primary contact for our Software end users, system integrator and internal employees contacting the APAC support centre for assistance.

• Determine the product and service users’ needs assistance with and help route incoming support requests professionally and in accordance with policies and procedures set for the business.

• Proficiently document all transaction via a CRM system to update and maintain underlying database.

• Exercise your excellent communication (oral / written), negotiation and consultative skills to

• Demonstrate your ability to deal with issues effectively under pressure and in handling, resolving and escalating in urgent situations.

• Upsell support products and services. 
• Work with users at all levels in an organisational hierarchy, from plant operators, engineers, managers and executives.

Responsibilities:

Customer Service

• Handle Customer Service requests by voice and electronic means, from both internal and external sources
• Be the primary contact for our Software end users, system integrator and internal employees contacting the APAC support center for assistance
• Determine the product and service users’ needs assistance with and help route incoming support requests professionally and in accordance with policies and procedures set for the business. 
• Adhere to Customer Service processes and standards 
• negotiation and consultative skills to work with users at all levels in an organizational hierarchy, from plant operators, engineers, managers and executives. 

Documentation

• Proficiently document all transaction via a CRM system to update and maintain underlying database.
• Provide accurate and detailed reports by keeping accurate records of support activities.

Operational improvement

• Assist in improving GCS Support team performance
• Upsell support products and services
• Keep management aware of potential areas of product, services and educational sales

Knowledge Management

• Remain abreast of relevant new technologies / methods
• Encourage sharing of knowledge / skills / expertise amongst GCS Support Team
• Undertake Training activities

Why you?

You are someone who gets excited by innovation and an individual who wants to work for a values based organisation. You are focused, collaborative and passionate about the work that you do. In addition, you possess the following relevant skills, attributes and experiences:

• Experience with CRM systems (we use Siebel)

• Prior help desk, office management or similar experience

• Good working knowledge of office suite of applications

• Intimate working knowledge of a medium call volume support environment where user entitlement check is crucial for offering support services.

Education: High School Certificate or Higher

Job Related Experience: 

• Process and route customer issues received via phone, email and chats in accordance with business rules. 
• Document all transaction via a CRM system to update and maintain underlying database. 
• Upsell support products and services.

Business Understanding: 

• Process control and automation industry understanding; 
• Software maintenance lifecycle understanding.

Others: 

• Oral and written communication; 
• Attention to detail; 
• Problem solving; 
• Ability to work in a team environment; 
• Willingness to undertake shift work; 

Disclaimer: The Schneider Electric industrial software business and AVEVA have merged to trade as AVEVA Group plc, a UK listed company. The Schneider Electric and Life is On trademarks are owned by Schneider Electric and are being licensed to AVEVA by Schneider Electric.