Technical Customer Support

2 weeks ago

Sydney, New South Wales, Australia Validis Full time

Role:
Technical Customer Support

Business Area:
Operations

Reporting to:
Head of Operations

Location:
Remote (Based in Sydney or within AEST / AEDT)

Salary:
AU$ 65,000 - AU$ 70,000

  • We get financial data _

About Validis
Validis is a dynamic fintech company with a leading software platform, built for the extraction and

standardisation of accounting data. Validis is a B2B and SasS with operations across the UK, US & Australia.

We specialise in providing quality data for both audits and financial services, with the guarantee that our product will streamline processes for the financial industry.

Our current client base holds a number of blue
- chip companies, mainly comprising audit firms and financial institutions who utilise our software to gather financial information from their clients. Validis has experienced significant growth since its inception and to support this, we are looking to expand our teams across number of strategic areas.

At Validis we have a core focus on the two interconnected concepts of diversity & inclusion. We are a collaborative business who empower equal opportunities across all departments.

With our innovative approach to hiring, we enable employees to be individual, contribute openly and embrace the integrity of their own ideas.

Validis believe in unbelievable talent and in turn provide a valuable and integrated workplace for you to excel in.

We believe in the power of being... YOU

About the role


We are looking for an experienced Technical Customer Support specialist to work within our Australian function, assisting on a fully remote basis.


Reporting to the Head of Operations this role is a crucial part of our technical support function, working alongside our UK & US operations.


Key responsibilities of the Customer Support Representative

  • Assisting our clients with all support issues raised on our product portfolio, both on the telephone and on support software.
  • Maintaining records on all support calls taken using Zendesk.
  • Coordinating the resolution of technical issues to agreed SLA's.
  • Updating help sites and forums.
  • Maintain Internal Environments, keeping installed software up to date with recent releases.
  • Troubleshooting and reporting bugs.
  • Raising issues that require 2nd line assistance using Jira.
  • Managing the stream of support requests ensuring that all our clients are kept informed.
  • Responding to all requests for support in a timely and professional manner
  • Assisting with testing our products on an ad hoc basis.
  • Assisting management with ad hoc reporting.
  • Client training.
  • Access to work with one of our other team's as part of development, Product, Projects, Operations, Technology, Account Management.
  • 13 years in support or client facing roles preferred.
  • Basic understanding of software concepts.
  • Good knowledge of data privacy and working with highly regulated data.
  • Ability to problem solve within a technical environment.

Technology requirements

  • SQL Server
  • MS Click Once (Desirable)
  • Full Microsoft office
  • Good level of experience with Excel
  • Experience using Zendesk or a similar ticketing software.
Interested in hearing more about this role? APPLY NOW

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