Customer Support Specialist Iii

3 weeks ago

Macquarie Park, Australia Hach Full time

**PURPOSE/ROLE**

**(A brief description of the primary responsibilities for which the incumbent is accountable)**

The Customer Support Specialist is responsible for responding to incoming support requests through a support portal and answering the support phone line. This role includes identifying and resolving technical and software issues, managing customer expectations, and escalating issues as appropriate to product teams.

This is a customer-facing role and is a key part of our front-line support, resources and services that put our customer needs first and help them succeed.
- (A listing of the deliverables to be accomplished, including specific duties/activities that make up the job)_
- Manage and balance multiple support ticket priorities in a shared ticket tracking tool.
- Appropriately prioritize and keep management informed of high priority tickets.
- Manage customer expectations regarding ticket resolutions and time frames.
- Assess technical complexity of tickets and make escalation recommendations to management or Tier 2/Tier 3 teams as needed.
- Monitor ticket SLAs and maintain high customer satisfaction and fast response times.
- Create and review reusable knowledge base articles to build self-serve resources.
- Assist implementation or product teams with configurations, installations, and customer communication.
- Collaborate with other support representatives to solve complex issues.
- Provide feedback to internal teams to enhance products and customer experience.
- Identify opportunities or customer queries that should be referred to Account Management.
- Identify customers who are referenceable to product management.
- Able to work on-call on a rotational basis to support after-hours customer support.
- Contribute to additional projects as required.
- Ability to travel, if required.

**QUALIFICATIONS**
- (A listing of the recommended qualifications for this position, but may not reflect the incumbent’s existing qualifications)_

**Education**:

- Post-secondary education in Information Technology, Business and/or equivalent combination of education and experience, or post-secondary education in Environmental Science, Computer Science/Engineering or equivalent combination of education and experience.

**Experience/Skills**:

- 3-+ years of education or customer-facing software support/implementation experience.
- Advanced experience and knowledge of the following items listed here:

- Software installations and troubleshooting (SQL Server/Windows Server OS).
- Batch file scripting and API calls.
- Implementing hosted and/or SaaS software, including data migration and data manipulation within a Microsoft technical environment.
- Database technologies, commands, and management (e.g., attach/restore/backup).
- Agile software development methodologies and tools.
- Ability to quickly learn complex enterprise software and adapt and thrive in an evolving environment.
- Strong communication, documentation, and presentation skills and experience using Office 365 and Teams, Salesforce or other CRM platforms, helpdesk software.
- Demonstrates a keen desire to learn and a passion for science and technology.
- Ability to think logically, solve technical problems and prioritize diverse tasks across multiple projects.

**Assets**:

- Knowledge or background of water, wastewater, or industrial pre-treatment (source control).
- Knowledge or experience with SCADA.
- Knowledge of and experience configuring and troubleshooting network environments.
- Familiar with Crystal or MS Access report creation tools.
- Software development experience.
- Experience with APIs and scripting languages (e.g. PowerShell, Python, PHP).
- The purpose of this description is to provide a concise statement of the major responsibilities of this position in a standardized format. It is not intended to describe all the elements of the work that may be performed and should not serve as the sole criteria for personnel decisions and action._

When you join us, you’ll also be joining Danaher’s global organization, where 80,000 people wake up every day determined to help our customers win. As an associate, you’ll try new things, work hard, and advance your skills with guidance from dedicated leaders, all with the support of powerful **Danaher Business System** tools and the stability of a tested organization.

At Danaher, we value diversity and the existence of similarities and differences, both visible and not, found in our workforce, workplace and throughout the markets we serve. Our associates, customers and shareholders contribute unique and different perspectives as a result of these diverse attributes.

If you’ve ever wondered what’s within you, there’s no better time to find out.

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