Technical Support Specialist

4 months ago

Melbourne, Australia Avature Full time

To make sure that our SaaS platform is always business advantage (and never a technical difficulty), our Technical Support Specialists play a multifaceted role that makes them a key component of the Avature user experience. These specialists are the first in line to give support to our customers, whatever the issue might be. They perform complex technical and functional analysis (for which they use different tools and environments), and follow each ticket until it’s closed. This makes them both an active part in issue resolution and a trustworthy point of contact for the customer.
Your challenges and objectives
- Gain knowledge about the Avature platform quickly and constantly, in order to have the necessary information to analyze complex situations and troubleshoot
- Use resources creatively and go the extra mile to provide world-class service
- Use your insight to understand the severity and potential impact of an issue, and prioritize accordingly, adding value to both the customers’ and Avature processes.
- Be an effective liaison between technical teams and the customer

Your day-to-day activities
- Identify, reproduce, classify, and report system and functional issues, and redirect them to the appropriate team
- Have a fluent communication with the customers, keeping them updated on the state of their tickets
- Monitor the process until the issue is solved, and verify results in the compromised instance
- Make sure issues are solved within the shortest possible timeframe
- Solve configuration-related issues, and inform customers if and how they can solve these issues themselves in the platform’s UI and by sharing best practices with them

About you
- Dynamic personality, adaptable to a changing environment
- Quick learner, able to keep up to speed with our product’s fast release cycle
- Independent, with the ability to solve different situations on your own
- Good communication skills
- Knowledgeable about technology
- Customer service experience is valued

About us
Avature is a market leading enterprise SaaS Solution provider for global talent acquisition and talent management. We have a strong commitment to high quality engineering and customer service and are recognized innovators in the very large company market. We currently work with over 650 companies worldwide, including 110 of the Fortune 500, all of the Big Four consulting firms, the largest banks and manufacturers in the world, and five governments.
We design, build, implement, and support our product ourselves. With 26 releases a year and a strong commitment to innovation and quality engineering, our private cloud platform has become the product choice for the very large global organization.
At Avature, we value opportunities to learn and grow within a dynamic, creative, and collaborative environment. We encourage autonomy and empower our people to approach challenges innovatively while bringing their unique perspective to the table. We offer a career development program that supports continuous learning and thoughtful leadership, and that meaningfully impacts each individual’s professional trajectory.
What we offer
A fast-paced, energetic, and engaging environment.
Flexible hours.
Work remotely or come by the office as much as you want.
Four salary reviews per year.
Option to earn part of your salary in US dollars.
Three weeks vacations from the first year.
Four weeks paternity leave.
OSDE 310 health coverage (family plan).
Four days a year to attend events related to professional development.
End of year week off (December 26 to 31).
Internet service expenses.
Birthdays off.
An organizational culture that empowers everyone to be themselves is key to thrive in business, but more importantly, it is a pathway for creating a more equitable society. Avature fosters a diverse and inclusive environment and celebrates that each unique person brings something different to our team. We are committed to considering all qualified applicants equally and to promoting equal opportunities within our organization.

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