Technical Support Representative

4 weeks ago

Brisbane, Australia Vytelle Full time

**Job** **Title**: Technical Support Representative

**Company**: Vytelle

**Reporting** **to**: Technical Service Team Lead

**Direct** **Reports**: None

**Location**: Australia - Remote

**Salary** **Range**: Commensurate with experience

**Status**: Full-time

ABOUT VYTELLE

We are a global precision livestock company reshaping how cattle producers worldwide unlock animal performance. Our portfolio includes world class Bovine phenotypic and genotypic data capture system via Vytelle SENSE and Vytelle INSIGHT which enables producers to accurately select desired traits to continually product elite progeny, coupled with Vytelle ADVANCE _In_ _Vitro_ _Fertilization Service, which enhances the speed at which genetic improvement can be made.

ROLE OVERVIEW

Vytelle is seeking a junior Technical Support Representative to provide Tier 1 customer and technical support. The Technical Support Representative will lead and execute the day-to-day support of our client’s software and hardware products to ensure a high quality of customer service. As a Technical Support Representative, you will act as a liaison to our clients. Providing remote services and resolve any emerging problems that our customer might face with our products and services.

This role is required to reside in Australia as it will help support our international SENSE business in Europe, Africa and Oceana as well as provide 24hr support, when added to our existing team in Calgary, for customers around the world. Technical Support Representatives can work a combination of weekdays, weekends, and holidays in a full-time capacity. Work is performed in a remote office or work-from-home-environment, ability to be stationary for longer periods of time, ability to withstand long periods of reading a computer monitor is necessary.

RESPONSIBILITIES- GENERAL
- Act as the primary point of contact for client’s post installation
- Provide remote support and maintenance of end user device hardware and software
- Lead the investigation and resolution of client concerns while collaborating with the product team to address issues, bugs, feedback, and improvements
- Coach clients in their onboarding journey and how to best utilize our hardware and software
- Support with client adoption of new features and functionality
- Represent the voice of the customer in the product development process and ensure no issues or feedback fall through the cracks
- Manage the Support Centre and ensure it stays up to date
- Participate in the creation, implementation and maintenance of client-facing presentations and documentations
- Maintain an in-depth understanding of products and services
- Create, update, and maintain service call interactions with clients
- Role Model Behaviors - Engage, enable empower and act on:
**Vytelle’s** **Core** **Values**

**Leadership**: Inspire and serve and seek the best in each other

**Endurance**: Pacesetter, takes action and realizes results

**Pioneer**: Infinitely curious, catalyst and listens for ideas

**Love**: Contagious passion for customers and our purpose

**Ability** **to** **adopt** **and** **adhere** **to** **Vytelle’s** **Foundation**: The Common Thread of Integrity, Respect and Trust

**In** **addition** **to**:
**Teamwork**: Establish and maintain positive working relationships with others, both internally and externally, to achieve the goals of the Company. Set goals, resolve problems, and make decisions that enhance the Company’s effectiveness.

**Team** **Member** **Orientation**: Anticipate, understand, and respond to the needs of team members to meet or exceed their expectations**.**

**Direction and Decision making**: Positively influence others to achieve results that are in the best interests of the Company. Assess situations to determine the importance, urgency, and risks, and make clear decisions are timely and in the best interests of the Company.

SKILLS AND ATTRIBUTES
- Available to work full-time (40 hours per week) on a rotating schedule with varying 8-hour shifts starting anytime between 7:00 am - 9:00am Local Time.
- Ability to learn and follow specific techniques
- Able to communicate effectively regarding technical / mechanical systems
- Outstanding attention to detail
- Quality driven
- Excellent manual dexterity and visual acuity
- Excellent analytical and problem-solving abilities
- Highly skilled communicator and relationship-builder
- Strong communication skills: Quality, Brevity, Clarity
- Risk tolerance and ability to deal with ambiguity
- “Figure It Out” skills
- Bias for execution
- Ability to understand new issues quickly and make wise decisions
- Ability to inspire confidence and create trust
- Ability to work under pressure and plan personal workload
- Ability to translate highly technical processes/products into practical customer solutions
- Ability to collaborate and build strong relationships with clients at an operational level
- Balance between critical review and positive mindset

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