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Customer Support Specialist

2 months ago

Sydney, New South Wales, Australia RLDatix Full time
About the Role

We are seeking a highly skilled Customer Support Consultant to join our team at RLDatix. As a key member of our support team, you will be responsible for providing exceptional support to our customers, ensuring their issues are resolved promptly and efficiently.

Key Responsibilities
  • Manage all support-related issues reported by customers through our customer portal, phone, and in-person interactions.
  • Resolve complex issues, manage escalation, and partner with customers to discuss issues and provide advanced support.
  • Function as the first point of contact for customers, facilitating prompt, open, complete, clear, and concise communication.
  • Analyze, classify, track, investigate, research, and resolve assigned support/service problems and issues in a timely and effective manner.
  • Record detailed and reproducible fault descriptions in our Ticketing system (Zendesk).
  • Offer support in line with escalation timeframes through documented action plans.
  • Monitor System Alerts and performance metrics.
  • Perform root cause analysis and implement temporary workarounds.
  • Deliver technical and implementation services as part of planned delivery in relation to software product version upgrades/migrations and regression testing.
  • Establish and maintain productive, professional, and engaging relationships with key stakeholders.
  • Proactively assess, clarify, and validate customer needs.
  • Support the rollout of new products and features in the region.
  • Engage in product discussions with customers to assist with adoption and continued best practice.

Additionally, this role requires:

  • Liaising with Product and Research & Development teams to align with customer needs.
  • Contribute towards the creation of c-suite level reports.
  • Keeping up-to-date and accurate knowledge of RLDatix product suite.
  • Traveling to meet with customers.
  • High level of customer satisfaction.
  • Actively engaging with all internal teams.
  • Upholding the company's code of conduct and business ethics.
Requirements

To be successful in this role, you will need:

  • 5+ years of experience in a similar role.
  • Experience in working with strategic accounts.
  • Familiarity with Development work tracking technologies; Agile development methods are used by our R&D Teams.
  • Experience with Zendesk or similar ticketing solutions.

Highly desirable skills include:

  • Azure Fundamentals.
  • Experience in SaaS/Enterprise-scale application infrastructure management.
  • Previous experience in the health, community, or aged care sectors.
  • Previous experience using Healthcare GRC systems.