Product Support Coordinator

6 months ago


Perth, Australia Fortescue Metals Group Full time

Country/Region: AU- State: WA- City: Perth- Job ID: 3852**About Us**:

- Fortescue is both a proud West Australian company and a global green solutions business. We are recognised for our culture, innovation and industry-leading development of infrastructure, mining assets and green energy initiatives._

**Our Opportunity**:
**Work Location**:Fortescue Centre
- Fortescue’s Perth office is located on the traditional lands of the Whadjuk Noongar people.

**Roster**:Monday to Friday

The Support Coordinator - Automation will work within a development team consisting of front-end, back-end and full-stack developers. They lead and oversee a squad that is focussed on both the resolution of customer issues and the enablement of the rest of the offboard development squads to build a successful product through the creation of features that require a broad range of skills and domain knowledge which does not fit within a feature focused team.

The Support Coordinator plays a crucial role in maintaining customer satisfaction, ensuring prompt issue resolution, and contributing to the overall success of the software product. Effective communication, leadership skills, and a deep understanding of the product are essential for success in this role.

**Key Responsibilities**:

- Coordinate the resolution of customer issues and inquiries.
- Work closely with developers, QA, architecture and other teams to address and resolve technical problems.
- Prioritise and assign support tickets based on urgency and impact.
- Communicate with customers to gather additional information about reported issues.
- Provide timely updates to customers regarding the status of their reported problems.
- Ensure a high level of customer satisfaction through effective communication.
- Maintain and update knowledge base articles for common issues and solutions, while documenting and tracking customer-reported problems, resolutions, and workarounds.
- Identify areas for process improvement within the support workflow and implement/optimize processes to enhance efficiency and effectiveness.
- Provide training and mentorship to support team members.
- Handle escalated customer issues that require senior-level attention.
- Collaborate with other departments to ensure timely resolution of escalated problems.

**Qualifications and Experience**:

- Deep understanding of software engineering principles and methodologies.
- Experience with various software development tools and technologies.
- Experience providing leadership and mentoring to developers.
- Strong analytical and problem-solving skills.
- Excellent communication and collaboration skills.
- Experience managing and leading teams.
- Ability to track and measure performance.
- Ability to prioritise and manage multiple deadlines.
- Time management and organisational skills.

**Our Commitment**:



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