Customer Success Specialist

5 months ago

Sydney, Australia Gresham Technologies PLC Full time

Are you passionate about delivering excellent technical customer support and enjoy solving technical problems?

As a Customer Success Specialist, working hybrid out of our Sydney office, you will work closely with the wider customer success team focusing on our global customers, providing exceptional customer support, 24/7, 365 days a year on Gresham’s Clareti suite of products.

Our global customer support team deliver market leading customer service that always aims to exceed demanding customer SLAs, escalating in a timely and appropriate manner. Using your strong diagnostic techniques to identify the root cause of the problem, you will find solutions via fix or workaround advice, or escalate to the Development team.

You have a technical background with previous experience in a technical support role, plus strong technical and analytical skills, a good understanding of databases and Linux/Windows operating systems. You have some experience of Java, MSSQL, Oracle, MySQL, AWS or Linux.

You will have excellent communication and customer facing skills, including the ability to communicate with both technical and non-technical users.

**About Us**:
**A career at Gresham provides a unique blend of agility, innovation, empowerment and warmth. We’re well established with global clients and an admired product meaning you can feel secure and confident about your future. But we still retain the agility and intimacy of a small business meaning you can influence change and see the impact of your ideas. We limit hierarchy and are big on collaboration, so you’ll be challenging and stretching yourself everyday, working with leading edge technologies that help improve integrity and accuracy in the FS sector. You’ll feel at home in our friendly, supportive, people-centric culture where we work towards common goals, not individual interests.**

**Gresham helps global businesses connect, reconcile and control their data, systems and processes. And in doing so, we deliver something that is vital to modern business. Data confidence. Our teams are responsible for building and delivering leading edge solutions, to our customers, the world’s top financial institutions.**

We are looking for a Customer Success Specialist to join our team, you will have excellent problem solving and diagnostic skills and a positive attitude, and be happy picking up ad hoc projects and requests. Your demonstrable customer service and communication skills allow you to remain calm and professional even when faced with complex problems or difficult situations. You enjoy working proactively as part of a team, managing your own workload and progressing tickets independently. You are able to adapt to a diverse customer base maintaining exceptional levels of customer service. To encourage continued knowledge sharing within the wider group you will update the Customer Success knowledge base as appropriate to improve visibility of issues within the team.

**You have a Bachelor's Degree or equivalent in Computer Science/Information Technology, and the ability to process large amounts of information rapidly, while still identifying the key details**.**

**An interest in Financial Services would be a bonus**.

**Values**:
**Our culture and everything we do is underpinned by our values; We Embrace Difference, We Create Together and We Champion Success. We value different backgrounds, experience, expertise and ways of thinking. We encourage curiosity, and respect every individual, recognising that everyone has the potential to bring something extraordinary to Gresham to make it a great place to work. And as you’d expect we offer benefits typically associated with a Fintech. We are a global organisation with a flexible approach to working whether that’s where you’re based or how you work.**

**Benefits**:

- Hybrid working: core working hours with flexible start and finish time in line with team, with opportunity to work from our fantastic offices and from home
- 20 days Annual Leave and all public holidays, plus your birthday as a paid day off
- Learning platform: free access to Udemy, a learning platform with over 14,000 courses in 14 languages. Courses include technology, wellbeing and leadership
- Discretionary Company Bonus: based on individual and group performance
- Support to cover setup costs of a home office (e.g. monitor, keyboard, mouse)

**NOTE to Agencies: We work with selected recruitment agencies only. Please do not send any speculative CVs.

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