Support Analyst

Summary about this job

Detail information about job Support Analyst. Terms and conditions vacancy

• Innovative Australian Software Company
• North Sydney location
• Competitive Salary and Share Option Scheme

ABOUT US

You might not realise it now, but you are looking at Australia's next big software success story. Our software has been recognised and used by some of Australia's largest organisations including Qantas, Sydney Water and Westpac. We don't wish to brag but we have helped big companies get better. 

Using our Business Management System (BMS), we provide organisations with a compelling information management platform to enable customers to drive efficiencies and performance while providing personalised information for each employee in the context of their role.

Due to continuing growth we are once again looking for talented, quality people to support our business.

ABOUT THE ROLE

As the Support Analyst, you will be responsible for providing support to Holocentric Enterprise customers and leading the management and improvement of support documentation, processes and systems.

You will be expected to analyse current processes and systems, identify improvement opportunities and drive change such as the introduction of automation, dashboards/reports and “self-help” end user portals. 

This role is the focal point for the registration, identification and resolution of customer incidents arising from the use of the BMS.

Key Responsibilities

• Providing level 1 support to our customers, via phone and email
• Coordinating the full support life-cycle including incident logging, investigation, escalation, resolution, communication, and agreed closure
• Issue investigation including verification and the documentation of reproduction steps
• Creation of change specifications for solutions & platform development
• Coordination and/or execution of testing of solutions and platform changes and fixes
• Maintaining and refining the support knowledge base
• Monitoring of SLAs and tracking of issues to ensure compliance with SLAs
• Reporting of usage stats (MP or JIRA) to customers and management
• Lead the development of a pre-emptive customer self-help capability to reduce the volume of phone support enquiries and improve customer satisfaction
• Support Process & Systems Improvement

ABOUT YOU

To be successful in this role you will possess the following:

• Strong interpersonal skills with the ability to communicate effectively with a wide range of customers
• An organised and structured approach to managing customer enquiries
• A passion for quality and excellence, and the drive to improve processes and systems
• Ability to prioritise daily tasks and work to tight deadlines
• Previous experience working in a technical support role 
• Experience in implementing process improvement initiatives
• Strong documentation skills
• Experience with incident, problem and (IT) change management processes
• ITIL certified

WHY HOLOCENTRIC?

We are committed to building excellence and work hard to provide a workplace that encourages and supports our people. We have a highly collaborative and social team environment with open offices, Friday drinks, offsite company kick-offs and team building activities. We offer competitive salaries and as we grow and evolve opportunities for career and professional development plus a real ability to help shape our product future. We also have a share options scheme so you can participate in the success of our business.

We don’t believe in fixing people in rigid positions, but rather seek to match interest and capability. If you like a challenge, want to deliver exceptional results and seek to reach your potential, we’d like to hear from you!

DO YOU WANT TO BE PART OF SOMETHING BIG?

We are not your average software company. We have big dreams for our business and our people. So join us on our journey as we seek to fulfil our ambition of becoming a leading Australian software company!

If you want to make a difference and be part of a team that takes pride in helping other organisations improve their business performance, then please apply with your resume and cover letter to [email protected], telling us why you would like to join us.