Product Support Specialist

3 weeks ago

Melbourne, Victoria, Australia InEight Full time

About the Role:

InEight is seeking a highly skilled Product Support Specialist - Customer Success to join our team in Australia. As a key member of our customer support team, you will be responsible for providing exceptional support to our customers who are primarily engineers working on large scale construction projects.

Key Responsibilities:

  • Gather Complete Information: Gather complete information from customers, document steps taken, research the knowledge base for known solutions, isolate cause and take restorative actions while minimising disruption to the customer's business operation.
  • Product Knowledge: Acquire and maintain a strong functional working knowledge of InEight's core products, with emphasis on the customer support aspect.
  • Customer Walkthroughs: Walk customers through complex construction workflows specific to capital projects and other construction-related projects.
  • Estimate and Budget Control: Provide functional support with project estimate and budget control solutions.
  • Customer Inquiries: Monitor and respond to customer inquires through InEight's ticketing system in a timely manner.
  • Urgency and Follow-up: Act with an appropriate sense of urgency and follow up with customers to ensure issues are resolved to the customer's satisfaction.
  • Remote Meetings: Facilitate remote meetings with customers and/or internal resources for troubleshooting and information gathering when necessary.
  • Customer SLA: Adhere to customer SLA's and escalate as needed.

Requirements:

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