Software Technical Support Specialist

18 hours ago

Sydney, New South Wales, Australia beBeeSupport Full time $80,000 - $120,000
Job Overview

At the forefront of software innovation, we design solutions that make a tangible difference in the lives of our customers. Spanning four continents with a global presence, our market-leading information and process governance software-based solutions cater to diverse needs.

Role Description

As a technical support specialist, you will be responsible for providing expert remote technical assistance to ensure seamless operation of our solution within customer environments. You will be assigned a set of customers and your primary objective is to foster strong client relationships and cultivate in-depth knowledge of customer environments over time, ensuring exceptional customer satisfaction.

Day-to-Day Responsibilities:
  • Incident Support Services
    • Provide timely remote technical assistance to customers, diagnosing and offering solutions within agreed service levels while considering business impacts and contractual obligations.
  • Technical Knowledge
    • Stay updated on our solutions and related environments, setting up and managing testing systems and lab equipment for efficient problem duplication.
  • Customer Relationship
    • Own the technical support for assigned customers, building positive relationships with their key technical contacts.
    • Work with the customer success manager to ensure smooth communication and critical impact management.
  • Customer On-site/Remote Meetings
    • Conduct regular customer support meetings as per the account plan.
    • Prepare necessary documentation and reports, ensuring the customer benefits from our support offerings.
  • Achievement of Customer Support Performance Targets
    • Meet performance targets and collaborate with customer support management to improve performance if needed.
  • Customer Support Projects & Initiatives
    • Act as a technical expert for customer support and collaborate with internal stakeholders to enhance customer satisfaction with our products and services.
  • Other duties as reasonably requested.
Required Skills:
  • Proficiency in Microsoft Office and operating systems (Windows and Linux).
  • Knowledge of PHP scripting language and Relational Database Management Systems (MySQL/SQL Server).
  • Experience delivering technical support to customers in a post-sales role for enterprise software vendors.
  • Strong communication (verbal and written) and teamwork abilities.
  • Customer service skills, focused on positive outcomes for customers.
  • Timely decision-making with risk assessment, alternative evaluation, and judgment.
  • Effective problem-solving and presentation skills.

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