Technical Support Specialist

2 weeks ago

Sydney, New South Wales, Australia Johnson Controls Full time

The Company


ShopperTrak (a Johnson Controls company) is a trusted advisor to retailers and shopping centers in Europe, Asia and the USA.

We work with internationally renowned brands.

Through our unique retail technology and analysis solutions, we can identify key in-store and online profit opportunities in areas such as customer conversions, queue management, sales, marketing and merchandising.

Our insights support retail benchmarking between stores and sites.

We also pioneered and manage the now globally-recognized ShopperTrak Index, a set of national trend indexes measuring shopper numbers, which is relied upon by retailers and shopping centers across the globe as a consistent and trusted performance benchmark.


About the role:

We have an exciting opportunity for a Technical Support Executive to join our team based in Rydalmere NSW.

You will be a part of the Australian Client Services team, to ensure the operation is customer-focused and fulfills and exceeds all its obligations with optimum efficiency and economy.


Roles and Responsibilities:

  • Deliver prompt responses/updates/solutions within agreed SLA to both internal and external customers
  • Update and maintain all client details in Remedy
  • Responsible for all client support operational BAU tasks including but not limited to; management of report runs & data feeds, index update & distribution, service pack reports, new site and canceled contract tasks, calendar, hierarchy & general report changes, Remedy queue management
  • To provide client training on ShopperTrak reporting products including Site Analytics, FFI, etc. training to include remote, over the telephone and face to face, onsite
  • Chair monthly/quarterly service review meetings with key clients to monitor performance against contracted SLAs and KPIs, plus ensure operational compliance and terms & conditions of the contract are met
  • Manage and measure service levels, client satisfaction, and other key performance criteria
  • Ensure trends in client needs are responded to and fed into the appropriate product development process
  • Proactively develop close working relations with clients with the aim to identify opportunities for the sales team to up and crosssell enhanced products and services
  • Escalate issues where necessary to Client Services Manager to ensure high client satisfaction is maintained at all time
  • Effectively represent the interests of ShopperTrak with both clients and suppliers
  • Undertake analysis of data for both retail and retail property clients to support colleagues in Sales to deliver a strong and compelling ROI case to sell additional services and products
  • Present analysis, results, and ROI to both clients and prospects
  • Create and collate regular management statistical reports on technical support helpdesk activity
  • Organization of own time and tasks to complete allocated work on time as assigned by the line manager
  • Continual development through the identification and action of own Personal Development Plan

What we look for

  • Minimum 23 years experience in an IT Support role
  • Networking protocol and business data analysis knowledge
  • Excellent customer presentation skills
  • Daily customer interactions which is critical for our sales and service process
  • Strong customer facing experience is essential (face to face/online technologies)
  • Excellent verbal and written communication skills
  • Competence in the use of industrystandard Customer Relationship Management / Helpdesk ticket systems (e.g. Remedy, ServiceMax, ServiceNow) desired
  • Troubleshooting experience in a Software company
  • Experience with Technical Support
  • Nice to have experience in writing up technical documentation
  • A Team Player, with the right attitude and mindset.
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