Customer Support Consultant

3 days ago

Sydney, Australia Entsia Full time

**About the Role**:
The role of the **Customer Support Consultant** is a customer-facing role responsible for engaging with customers who have implemented the Entsia platform. This engagement will take the form of BAU support, small project development, advice and expertise as required. After gathering and understanding the customer’s requirements, the Support Consultant will use Entsia’s configuration tools to deliver an appropriate solution. This solution includes data models, document templates, business rules, financial calculations and workflows.

Acting as the face of Entsia, strong interpersonal and customer service skills are essential coupled with strong stakeholder management experience. You will have the ability to effectively communicate to your audience/stakeholder, both technical and non-technical. It is important that you provide expertise and advice to customers as they look to Entsia as specialists in our industry.

This role will report to the Customer Experience Manager.

**Main duties / Responsibilities**:

- Take ownership of customer issues reported and seeing these through to resolution.
- Research, diagnose, troubleshoot and identify solutions to resolve customer issues.
- Ask customers targeted questions to quickly understand the root of the problem.
- Track customer issues through to resolution, within agreed time limits.
- Provide prompt and accurate feedback to customers.
- Prioritise and manage several open issues at the one time.
- Document technical knowledge in the form of notes and how-to guides.
- Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams.
- Elicit customer requirements using a range of tools and techniques as appropriate.
- Undertake small project development and be able to scope enhancements and produce clear and concise documentation.
- Utilise tools within our platform to build and maintain customer products.
- Utilise scripting language within our platform to implement and maintain business rules and financial calculations.
- Prepare testing documentation (as appropriate) and perform system testing and integration testing to ensure your solution meets agreed requirements.
- Support customer testing.
- Facilitate discussions with stakeholders (both technical and business focussed of varying degrees of seniority).
- Produce and manage customer-facing documentation, and maintain/update documents for system and business processes.
- Collaborate with our development team to resolve issues where required.
- Provide knowledge and technical assistance to other members within the support team.
- Support and contribute to Entsia best practices.

**We’re looking for**:

- Experience within a support analyst/consultant role.
- Ability to diagnose and troubleshoot customer issues.
- Strong customer-facing and communication skills.
- Strong problem-solving skills.
- Proven stakeholder management skills.
- A thorough understanding of the full software development project lifecycle.
- Experience in creating a range of documentation including but not exclusive to business requirements, process maps and technical specifications.
- An understanding of relational databases.
- Experience with writing SQL.
- Demonstrable experience of having difficult conversations with stakeholders.
- Solid organisation skills including attention to detail and multitasking skills
- A company approach to your work. Demonstrable experience of having contributed outside of your immediate role.
- Experience in general insurance relating to policy and or claims functions.
- Experience working with and configuring large and/or complex software packages (highly desirable).
- Degree qualified or equivalent commercial experience.

**Benefits**:

- Flexible working arrangements
- Regular sponsored team events and activities
- Structured professional development
- Health and Wellness Support
- Well-equipped office
- Latest tech and tools (office and home)

  • Customer Support Consultant

    5 days ago

    Sydney, Australia Attribute Consulting Full time

    Progressive tech company, growing rapidly - Highly flexible working arrangements - Very attractive work perks **Opportunity for a Level 1 tech support consultant to join a rapidly growing cloud consultancy offering rapid career development and growth.** *** **The position**: *** You will join a growing infrastructure and service desk team that provides...

  • Customer Support Consultant

    17 hours ago

    Sydney, Australia Entsia Full time

    -Location: Sydney **About the Role**: The role of the **Customer Support Consultant** is a customer-facing role responsible for engaging with customers who have implemented the Entsia platform. This engagement will take the form of BAU support, small project development, advice and expertise as required. After gathering and understanding the customer’s...

  • Customer Support Consultant

    2 months ago

    Sydney, Australia REA Group Full time

    Customer Support Consultant- Join a collaborative team and deliver great customer experiences!- Work from home up to 3 days a week!- We have long-term partnerships with charities working to address homelessness. We're REA REA Group is not your average digital business. From humble beginnings in a garage in Melbourne’s east in 1995, we have grown into a...

  • Customer Support Officer

    6 months ago

    Sydney, Australia NSW Government -Department of Customer Service Full time

    **Customer Support Officer, Ongoing & Temporary - Full Time & Part Time opportunities available** DCS is a great place to work, and it’s not just us saying that! Our values of accountability, trust, service, and integrity drive our initiatives and culture. We support innovative programs in areas as broad as digital government, consumer protection and...

  • Customer Experience Consultant

    3 months ago

    Sydney, Australia emarsys eMarketing Systems Full time

    In this role you are a trusted Customer Experience Advisor for our largest and/or fastest moving retained customers across multiple consumer verticals. The role sits across new business sales (where you will be supporting in an Expert role), and Retained Services, where you will lead the planning and execution of cross-channel, 1 2 1 communication programs...

  • Customer Sales Consultant

    3 days ago

    Sydney, Australia AA Appointments Full time

    **CUSTOMER SALES CONSULTANT - NSW** **LOCATION: SYDNEY** **SALARY PACKAGE: up to $60K + SUPER** - Generous employee benefits - Supportive management team - Attractive remuneration package **ABOUT THE ROLE** **Our client is seeking a talented Customer Sales Consultant (Outbound) to increase consumer direct sales and build relationships with prospective...

  • Customer Experience Consultant

    5 days ago

    Sydney, Australia emarsys eMarketing Systems Full time

    **A Customer Experience Consultant is responsible for the the detailed scoping, ROI modelling, engaging enablement and effective implementation of the strategic 12-36-month **_digital marketing transformation_**consultancy projects to Emarsys new and existing customers.** **YOUR AREA OF RESPONSIBILITIES** **Business**: - Independently own and deliver data...

  • Customer Success Consultant

    3 days ago

    Sydney, Australia RGT Solutions Full time

    Job Title: Customer Success Consultant - Sales Focus Location: Sydney **Salary**: Base $65k - $75k + Super + Comms, OTE $120k (Negotiable depending on experience) Our client, an innovative tech startup company based in Sydney, is seeking a highly motivated and customer-focused Customer Success Consultant with a sales focus to join their team. As a...

  • Change Manager

    6 months ago

    Sydney Olympic Park, Australia INDEX Consultant Full time

    **About INDEX Consultants**: INDEX Consultants delivers technology solutions to drive business success. We are part of a $6.9B Tokyo-based global group, with Australian offices in Melbourne, Sydney, Canberra and Brisbane. We take great pride in being trusted advisors to the Public, Financial Services, Energy & Resources, Health and Education...

  • Ict Customer Support Officer

    5 days ago

    Sydney, Australia NSW Government -Department of Customer Service Full time

    **Customer Support Officer** **Grade 3/4, Multiple Opportunities -Temporary/ Ongoing/ Full Time/ Part Time!** **What’s the Job?** *** Our Customer Service Officers are a dedicated team of customer service of customer service specialists with solid technical IT knowledge. DCS is a service provider and regulator, focusing on delivering first-class...

  • Customer Consultant

    7 months ago

    Sydney, Australia Elsevier Full time

    Customer Consultant Are you an experienced Customer Success Consultant with a proven track record of maximizing customer satisfaction? Do you want to join our mission to help researchers and healthcare professionals advance science? About our Team About the Role Customer Success Managers are responsible for the onboarding, enablement and value...

  • Customer Analytics Consultant

    7 months ago

    Sydney, Australia Kaliba Full time

    **Location**: Sydney - New South Wales **WorkType**: Full Time **Salary**: $0.00 - $0.00 Annual CompanyThis organisation is a leading vendor in contact centre and customer experience technology. They have been going from strength to strength with some major client wins of late and are now looking to expand the team with a Customer Ana... **Company** This...

  • Customer Experience Lead

    7 days ago

    Sydney, Australia NSW Government -Customer Strategy & Technology Full time

    **About us** Transport for NSW keeps our State moving by providing safe, integrated and efficient transport systems. We put our customers at the centre of everything we do - and we do a lot. We connect people, communities and industry and manage how they use our road, rail and maritime networks and services, and even active modes like walking and cycling....

  • Customer Success Consultant

    3 days ago

    Sydney, Australia Y Soft Full time

    As a Customer Success Consultant you play a critical role in Y Soft’s customer success strategy and are a key member of the sales team. Working under the supervision of the Y Soft regional EVP of Sales, you will engage early in the customer’s buyer journey and lead the customer to a sales transaction made by the partner and follow the customer...

  • Customer Service Consultant

    7 months ago

    Sydney, Australia SMAART Recruitment Full time

    SMAART Recruitment has once again partnered with one of the world’s leading Contractor Management Software companies. Due to expansion in the APAC region, they now seek the services of an outgoing and driven Graduate or Customer Service Consultant who wants to progress and start their career in software and consulting. - Based in the heart of Sydney CBD,...

  • Customer Service Consultant

    7 months ago

    Sydney, Australia SMAART Recruitment Full time

    SMAART Recruitment has once again partnered with one of the world’s leading Contractor Management Software companies. Due to expansion in the APAC region, they now seek the services of an outgoing and driven Graduate or Customer Service Consultant who wants to progress and start their career in software and consulting. - Based in the heart of Sydney CBD,...

  • Customer Service Consultant

    6 months ago

    Sydney, Australia Downer Group Full time

    Supportive and inclusive culture - A professional and safe working environment - Good employee benefits and entitlements - Hybrid working arrangement We have a great opportunity for experienced Customer Service Consultants to join our North Ryde team and support our Contact Centre. Our Customer Service Consultants will work within flexible working...

  • Customer Experience Consultant

    7 months ago

    Sydney, Australia The Outsourced Recruitment Company Full time

    **The Opportunity** ***We are seeking a Customer Experience Consultant to join our client's team based in Wetherill Park. As the Customer Experience Consultant, you will play a crucial role in providing outstanding support and resolving a wide range of queries for customers. You will be working an eight-hour shift between the hours of 7.30am - 5.00pm Monday...

  • Customer Strategy Consultant

    3 days ago

    Sydney, Australia Hatch Full time

    ** This role is at Deloitte (not for Hatch)** Hatch is supporting Deloitte to find a great Customer Strategy Consultant to join their Consulting and Professional Services team. Hatch exists to level the playing field for people as they discover a career that’s right for them. We model this in our hiring process for our partners like Deloitte. **About the...

  • Customer Success Consultant

    4 months ago

    Sydney, Australia REA Group Full time

    Customer Success Consultant We're REA REA Group is not your average digital business. From humble beginnings in a garage in Melbourne’s east in 1995, we have grown into a leading global digital business, specialising in property. With bold and ambitious goals, we are changing the way the world experiences property. No matter where you're at on your...