Support Consultant

Summary about this job

Detail information about job Support Consultant. Terms and conditions vacancy

We are hiring in our Sydney headquarter office a Support Consultant. This is an exciting opportunity for a product technical specialist who assists the customer in overcoming technical challenges in their day-to-day operation of Objective software.

The prime focus of the role is remote technical support to ensure that the Objective solution is working as designed in our customer environment. This role has an assigned set of customers, and will foster relationships and grow customer environmental knowledge over time to ensure high levels of customer satisfaction. The role reports to Global Support Manager, has no people management responsibilities and is based in North Sydney.

Responsibilities

• Incident Support Services. Provide remote product technical support to customers. Obtain a solid understanding of the customer issue, diagnose, and provide an appropriate solution according to service levels. Follow escalation processes as appropriate. Take into consideration the customer business impacts and Objective’s contracted responsibilities when providing recommendations and solutions.
• Technical Knowledge. Maintain up-to-date and relevant technical knowledge of Objective solutions and the environments in which they run. Ensure testing systems and lab equipment are appropriately setup and administered for effective problem duplication.
• Customer Relationship.  Assume technical support ownership of the designated customer set, and foster a relationship with the key customer technical contacts to broker a positive and effective partnership between the two organisations. Collaborate with the respective Objective Client Executive to ensure consistent communication and management of critical impacts.
• Customer on-site visits. Perform scheduled Global Support customer onsite visits in accordance with the account plan. Prepare documentation and reporting to support the visit, and ensure that the customer is receiving value from the Objective support offerings.
• Achievement of Global Support performance targets. Ensure that specified performance targets are achieved. Where targets are not being achieved, collaborate with Global Support management to return performance to targeted levels.
• Global Support projects and initiatives. Represent Global Support as a technical specialist and collaborate with Global Support management and internal stakeholders as requested to improve customer satisfaction with the organisation’s products and services.

Required Skill & Experience

• Degree qualified in an Information Technology discipline
• 3 years’ experience in a post-sales role delivering technical support services to external customers under a contracted relationship; preference for experience within an enterprise software vendor

Personal Attributes:

• Communication.  Transmits a clear understanding of a subject and comprehends information received from others.
• Teamwork.  Participates and contributes to a team environment by furthering mutual respect and understanding, while working towards a common goal.
• Organisation Alignment.  Manages organisational sensitivities and implications of activities and decisions.
• Customer Outcomes.  Interprets and matches the customer’s business needs to the capabilities of Objective to deliver an outcome for the customer.
• Judgement and Decision Making.  Makes timely and effective decisions by assessing risks, evaluating alternatives, and applying judgment.
• Problem Solving.  Analyses problems, applies resources, and removes obstacles to develop a workable solution.
• Presentation.  Develops and delivers presentations by matching content and style to audience.
• Professionalism and Self Management.  Demonstrates a sense of urgency, motivation, and tenacity in achieving objectives.  Takes responsibility for personal development and continuous learning.
• Industry Knowledge.  Applies knowledge of industry business drivers and best practices to business operations.
• Task Management and Delegation.  Plans, coordinates, and monitors multiple activities while optimising the use of resources to achieve a goal.

 Technical Competencies

• MS Office (Access, Excel, Advanced MS Word, Outlook)
• Operating System: Exposure to general use and administration of Microsoft operating systems (Windows Server, Windows). Exposure to Unix (Solaris) is also beneficial.
• Database: Knowledge and experience with Relational Database Management Systems such as Oracle or SQL Server. Knowledge of SQL. 
• Preferable Programming experience in at least 1 of the following:

C/C++ OR Java

• Knowledge of Enterprise Content Management (ECM) software or other document repository systems – such as MS Sharepoint
• Knowledge of Web / Application Servers (e.g. Tomcat, JBoss)

Little something about ourselves

Objective is an Australian owned and ASX listed global product development organization with 300+ employees across. We see the benefits in being agile and having flat structure so you will witness an equal treatment and opportunities for everyone.