Support Analyst

This role is responsible for the frontline management and prioritization of the Customer Success Portal – including customer communication, troubleshooting and product awareness of Infiniti and the Eco System. Assisting other members of the Customer Success Team and creating a positive experience for our partners and clients alike. The role can be based in either Canberra or Sydney and has a hybrid or remote setup with occasional work from the office required.

About Smart Communications

Smart Communications is a leading technology company focused on helping businesses engage in more meaningful customer conversations. Its Conversation Cloud™ platform uniquely delivers personalized, omnichannel conversations across the entire customer experience, empowering companies to succeed in today’s digital-focused, customer-driven world while also simplifying processes and operating more efficiently. Smart Communications is headquartered in the UK and serves more than 650 customers from offices located across North America, Europe, and Asia Pacific. Smart Communications’ Conversation Cloud platform includes the enterprise‑scale customer communications management (CCM) power of SmartCOMM™ , forms transformation capabilities made possible by SmartIQ™ and the trade documentation expertise of SmartDX™. In 2021, the company acquired Assentis, a leading European software solutions provider specializing in customer communications management (CCM) with a focus on the financial services industry. To learn more, visit smartcommunications.com.

Responsibilities

- Customer Success Technologies –

- Moderate and maintain the CST query queue

- Resolve or upscale tickets marked urgent and high priority

- Resolve and upscale support tickets as required

- Communicate and keep good relations with the ticket holders

- Project management of ticket to resolution

- Creating enterprise process –

- Define and redefine the queue management processes and communications to assist the sales/support/partner networks to support our clients better

- Technical Partner Communications

- Establish and maintain a working relationship with technical partner call centre operations

- Communicating and maintaining the Knowledge Hub

- Gathering and upload relevant information directly –

- Work with the Knowledge Coordinator to ensure a consistent voice

- Assisting with other Customer Success Team tasks –

- Assisting with CST tasks to ensure team success

- Work with the team to manage resolution and closing of helpdesk tickets to achieve customer success

Qualifications

- Firm understanding of software solution design and architecture, with a strong focus on Microsoft technologies

- Certification and/or experience in the use of Microsoft technologies such as SQL Server, IIS, SSL, SharePoint, CRM, .Net, AD, XML, JSON, Web Services (Rest/SOAP), MS Word, Excel and PowerPoint, SQL Server

- Technical skills in HTML, XML, JAVA, Javascript & browser technologies

- 3‑5 years experience in a similar role

- Excellent consultative, verbal and written communication skills, and attention to detail

- You are a team player with a natural ability to inspire and lead others. You are self‑motivated and able to work effectively on multiple projects in a very fast paced environment

- Technical Bachelor’s Degree or relevant experience required

- Problem solving skills (extensive research and analysis)

Advantageous skills/experience

- Basic understanding of SaaS Technologies and how it works

- Knowledge of helpdesk processes and other helpdesk tools such as Salesforce Service Console

- Understanding of basic data structures

- Experience with AWS/Azure

- Experience in a Customer facing role with a Cloud/SaaS provider

- BA/BS degree or equivalent work experience

Core Values

- S – Peak Openly – We are positive, creative, helpful, kind and we have fun. We listen and provide constructive feedback. Through meaningful conversations we encourage each other to be the best that we can be. We’re not complainers we’re problem solvers.

- M – Make a Difference – We focus on the things that matter and prioritize the things that have the greatest impact. We celebrate success and hold ourselves accountable for our choices. We don’t sit on the sidelines.

- A – Agile & Flexible – We are focused on evolving, improving and growing. We think differently and challenge the status quo with open minds. We ask ‘why?’ so that we can help remove complexity. We don’t allow hurdles to get in our way.

- R – Results‑Focused – We get stuff done by being efficient, working at pace and paying attention to detail. We focus on finding solutions and fixing things. We don’t believe in being busy for the sake of being busy, we focus on productivity.

- T – Teamwork – We are stronger and better together. We collaborate, trust and support each other to deliver results for our company and our customers. We don’t want anyone to feel disengaged, we’re in this together

Benefits

- Competitive salary and annual bonus based on the Company’s performance

- Vision benefits

- Subsidised gym membership

- 20 days holiday allowance

- Friendly, flexible and fun working environment

- Hybrid setup with occasional work from the office required in Sydney or Canberra offices

EEO Statement

Please note: we only consider applicants with current legal right to work in the countries in which our positions are based. All qualified applicants will receive consideration for employment regardless of colour, religion, sex, national origin, sexual orientation, age, disability, marital status or gender identity.

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