Software Support Consultant

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Join a global Tech company - manage and support the implementation of various software/SaaS solutions

Summary about this job

Help Desk & IT Support

Company: Sharp & Carter Digital and Technology

Location: Sydney

Work type: Full Time

Salary: n\a

Phone: +61-2-5010-6899

Fax: +61-7-5962-6993

E-mail: n\a

Site:

Detail information about job Software Support Consultant. Terms and conditions vacancy


My client is a Global tech company with a broad range of highly specialized software, business process outsourcing (BPO) services and application service provider (ASP) solutions.

They are looking for multiple Software Support Consultant to joint their global and Agile team on permanent engagements (Sydney CBD).
 
This role is responsible for providing various Software/SaaS product support to the global client base. You will respond to queries, enquiries and issues raised by clients and provide resolutions to cases received via telephone and on line enquiries via a Salesforce portal. This role is also responsible for incident management, active management of the client case queue and the creation of “how to” documents to better educate clients on our products.

 
Main responsibilities
  • Under limited supervision, investigate and resolve client incidents and problems; actively manage client case queue
  • Provide direct phone support to clients when required, log and classify all issues and requests in the call tracking database
  • Continually work to deepen product and industry knowledge
  • Manage the case resolution process for clients by following defined procedures and ensuring cases are resolved within target response times
  • Exchange and share knowledge with the team to maximize knowledge and the effectiveness
  • Identify and escalate problems affecting a number of clients or influencing the timely resolution of one client’s enquiry
  • Contribute to the “How to” Knowledge Base by authoring required volume of materials of high-quality and accuracy with close attention to detail

Required Skills and Experience:                                               
  • 2 to 5 years providing support on a software product
  • 2 to 5 years providing client support and solving client issues
  • Ability to troubleshoot details while maintaining the “big picture” view
  • Ability to manage high pressure client situations and build trust with the clients.
  • Ability to synthesize and communicate complex technical issues to non-technical audiences
  • Ability to communicate well with both internal and external audiences using excellent interpersonal, client management and communications skills
  • General knowledge of hardware and software technologies related to Company's products
  • Self-motivated, “Find a way to get it done” attitude
  • Ability to write SQL query
  

Please apply now or contact me at [email protected] for more information.

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