Customer Product Support Specialist

1 month ago

Melbourne, Victoria, Australia InEight Full time

About the Role:

InEight is seeking a skilled Customer Product Support Specialist to join our team. As a key member of our support team, you will provide exceptional support to our customers who are primarily engineers working on large-scale construction projects.

Key Responsibilities:

  • Provide functional support with project estimate and budget control solutions.
  • Monitor and respond to customer inquiries through InEight's ticketing system in a timely manner.
  • Act with an appropriate sense of urgency and follow up with customers to ensure issues are resolved to the customer's satisfaction.
  • Facilitate remote meetings with customers and/or internal resources for troubleshooting and information gathering when necessary.
  • Adhere to customer SLAs and escalate as needed.

Requirements:

  • At least one year of prior software application support and troubleshooting experience required.
  • A background supporting and troubleshooting complex software, ideally in a SaaS environment.
  • Experience with Microsoft Office Suite of products and operating systems.
  • Bug tracking experience required, Azure DevOps preferred.
  • Case tracking experience required, Service Now preferred.
  • Experience with customer communication via phone and/or video as required.
  • Deductive logic, complex problem-solving, and excellent troubleshooting skills.
  • Self-directed, with the ability to prioritise and effectively handle multiple incidents at a time.
  • Exceptional customer service, organisational, and time management skills.
  • Excellent written and verbal communication skills.
  • A positive, willing, and able attitude.

About InEight:

InEight is a fast-paced, innovative company comprised of high-energy teams of self-starters playing integral roles in shaping the future of capital projects around the world. Our industry-leading solutions, dedicated employees, and proven leadership team provide a solid foundation to support our continued growth and success.

Equal Opportunity Employer:

InEight Inc. is an Equal Opportunity Employer and will consider all applications without regard to race, sex, age, colour, religion, national origin, marital status, disability, or any other characteristic protected by law.

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