Technical Support Consultant

6 months ago

Brisbane, Australia Axsys Full time

Hi And thanks for stopping by
- We’re MYOB, a business management platform designed to unleash the potential of businesses across Australia and New Zealand As the #originalstartup, our roots are in finance and accounting software, but today we are so much more. We help our Aussie and Kiwi customers unleash their full potential, giving them the tools to Start, Survive and Succeed: all in the one place.

We’re always on the hunt for those who bring a different perspective, diversity of thought and the drive to make our culture even better. Take your career to a new dimension at MYOB.

**About the Team**
- This is a team that needs no introduction because customers drive our world. Support, Success & Consulting Services represent the voice of our customers and are a highly collaborative conduit between Sales, Tech, Product, and Marketing, ensuring the needs of our SME & Enterprise customers are understood and reflected across the business.

**Key Objectives & Outcomes**
- Provide high quality technical assistance and support to MYOB internal and external customers and 3rd party IT companies.
- Designing, developing and implementing reports, forms and SQL functionality as required.
- Assisting customers to ensure maximum product utilisation and reduced customer effort.
- Support and delivery of migration, install & upgrade services
- Provision of post service support
- Develop knowledge to provide 2nd Tier & escalation assistance as required
- Production and usage of Knowledge base articles
- Out of Hours work as required
- Assist consulting teams with the delivery of installations, training and implementation of the MYOB product range as required.
- Assisting customer with service requests and Incident resolution to agreed service levels.
- Working with technical delivery areas to address the root cause to incidents
- Contribute to the client/partner self-service knowledge base.
- Feedback customer sentiment to Leadership group to drive continual service improvement.
- Involved in the testing of new releases to test usability of the product and troubleshoot issues.
- Ensure escalations are dealt with in a timely manner.
- Document any new workarounds or solutions to queries, which can be published on our searchable client knowledge base.
- Develop comprehensive technical knowledge of the MYOB product range.
- Continually participate in self-learning, in conjunction with formal training, to ensure skills are continually developed to ensure ease of providing service to our customers.
- Assist customers in transitioning online as new modules become available.

**Knowledge, & Experience**
- A commitment to delivering excellent customer service within a service delivery environment.
- Sound IT skills, particularly relating to software and troubleshooting.
- Proven experience in a direct client contact role.
- Excellent oral and written communication and interpersonal skills.
- Ability to record information accurately and efficiently.
- Concise telephone skills.
- Ability to function under a high workload with multiple tasks and changing priorities

Salary range: $85,000 - $105,000

**Our Culture & Benefits**
- Our values have stood the test of time. If you want to work and collaborate where opinions are valued, and your ideas can make a difference, come to a place where Your Work Matters.

Do your best work in a flexible work environment, right down to financial assistance to set up your home office it’s called Flexperience, and it’s designed by you and your team
- Our partnership with Smiling Mind helps support the wellbeing of our team members and customers
- Drive your own learning via conferences, in-house training, LinkedIn Learning, study assistance and a strong focus on leaders creating a learning environment
- A multitude of leave options including up to an additional four weeks of purchased leave, generous parental leave, domestic violence leave, transgender leave, volunteer leave, study leave, plus more
- Communities built around ‘Wellness’, ‘Belonging’ and the ‘Planet’ where you can make a meaningful contribution
- Access to best-in-class discounts and vouchers from leading retailers, and a lot more.

We are proud to be a Circle Back Initiative Employer and we commit to responding to every applicant.

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