Support Consultant

3 weeks ago

Sydney, Australia Aptitude Software Full time

Overview

The key responsibilities are:

- Providing an advanced level of functional and technical support to Aptitude Software’s customers regarding the company’s product portfolio.

- Engaging with company’s clients through skillful analysis, effective communication, coordination and cooperation with product management and development teams, in order to timely resolve incidents and requests.

- Maintaining a high level of client satisfaction.

- Obtaining detailed and accurate information relating to the business impact of client’s issues, utilizing effective questioning and troubleshooting techniques.

- Replicating, investigating, and diagnosing issues.

- Analyzing log files using standard debugging concepts.

- Working closely with internal Aptitude Software teams on escalated functional and technical issues, and product roadmap changes.

- Documenting issues for further diagnostic of root cause isolation when needed.

- Gathering and presenting client insights to teams across Aptitude while adhering to processes that ensure consistent and repeatable results.

- Liaising with Support management in North America, the UK and Poland.

The following statement is provided for context and culture: that practical detective mindset and strong technical knowledge are valued in the Second Line Support team. CSI for software, yes.

Qualifications & Experience

The ideal candidate will have the following skills, attributes & experience:

- Educated to at least Bachelor’s degree

- Previous experience in a similar role

- Analytical mindset, problem-solving ability, process-driven approach and quick learning

- Self-motivated with the ability to work independently

- Excellent interpersonal and communication skills

Advantageous Skills:

- Previous experience supporting enterprise finance software products

- Understanding of accounting principles

- Experience in Banking, Telco, High-Tech, or Insurance sectors

- Business analysis and testing experience

Technical skills:

- Good understanding of relational databases

- Good knowledge of SQL language

- Good knowledge of Unix/Linux operating systems and tools

- Knowledge of software debugging and profiling tools

- Ability to read and understand source code in programming languages like Java/C/C++/C#

- Ability to create simple ad-hoc programs or scripts

Availability and Work Pattern

- Needs to cover 8 hour shifts during extended day hours (06:00 – 24:00)

- On-call at night may be required

- Occasionally cover on public holidays and weekends (on-call rather than office work)

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