Support Consultant

4 weeks ago

Forest Hill, Australia Pronto Software Full time

Level 3, 353 Burwood Hwy
Forest Hill, VIC 3131

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Support Consultant (VIC)
About the position

**About our Pronto Woven Support Consulting opportunity**:
Reporting to the Customer Support Manager (Woven) and working directly with corporate clients who use our ERP integrated solutions, our full-time Support Consultants are responsible for helping our customers best utilise the digital solutions we develop, to enhance and cater to their individual business needs.

**Our Support Consultants**:
Respond to and co-ordinate customer enquiries
Research functional requirements, conduct gap analysis and provide quotations for custom development work
Work with our developers to test and deliver software fixes. Prioritise the importance of IT security and data
Are high-level problem-solvers who are resourceful, inventive, and takes pride in their work
Perform product testing and write product documentation
Are willing to learn business software systems and expand into more technical tasks

**Where you’d be working**:
Our Business Solutions team are based in our Forest Hill (VIC) offices. Our Developers work closely with external stakeholders to design solutions which meet their requirements, preparing estimates, programming and configuration, unit testing and deploying changes into test and live environments following our deployment methodology.

**What you’d be doing (your day will look like this)**:
Undertake software development tasks including research, design, coding, writing technical specifications, testing and implementation
Take ownership of tasks and resolution with a high level of quality
Ensure test plans and release documents meet appropriate standards
Unit testing to explore appropriateness of code changes to suit the multiple contexts which always arise
Carry out technical analysis of software change requests
Prepare supporting documentation and release notes
Consult with relevant stakeholders, product specialists and consultants
Adhere to all Pronto programming standards in particular the Secure Development Policy and Security and Policy Framework
Provide Second Level Technical Support to resolve customer issues
About you

Be an experienced customer service professional, able to build rapport
Have excellent written and verbal communication skills
Manage their time well, planning and prioritise various concurrent requests
Be highly motivated and proactive, bringing a can-do attitude

**It would also be great if you had**:
Experience with bug tracking tools, software testing and commercial software support procedures
Experience with Digital eCommerce and/or Content Management systems
Understanding of HTML, CSS and APIs
Relevant tertiary qualifications

**What you’ll get**:
Grow your career utilising and developing your customer service skills to deliver excellent outcomes for a varied customer base
Earn a salary commensurate with your experience plus a range of employee benefits
Work in a modern and friendly team environment
Enjoy the support of your peers and management team
Work in a hybrid work location (WFH and in-office)
Join a well-established and mature software development and vendor company with more than 1700 clients

Sounds good?

**About Pronto Software**:
We are an Australian developer of award-winning business management and analytics solutions. Pronto Xi, our ERP software, integrates accounting, operational and mobile features in a single system - optimising business processes and unlocking actionable insights. Over 1,700 organisations have leveraged our industry experience and innovation to increase growth and revenue.

Pronto Woven is the digital consultancy division of Pronto Software. The team’s innovative solutions transform customer and employee engagement across digital channels - extending the capabilities of Pronto Xi ERP and driving strategic change. Pronto Woven helps organisations harness the power of real-time interactions from a single source of truth - to simplify the operations and enhance customer experience.

We have an enviable reputation for employee loyalty and service. Pronto Software survey our staff every year, and we’re proud we have a very high percentage of staff who agree that:
They are proud to work at Pronto Software and are passionate about the work they do
Staff and managers choose to have a professional and positive attitude
Pronto Software strives for the best outcomes for customers and staff
Pronto is generous and giving to the community and charities
Staff recommend Pronto Software as a great place to work

**Please note**: Pronto Software does not use external recruitment services

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