High-Tech Support Professional

6 days ago


Sydney, New South Wales, Australia Reveal Full time
Job Overview

The High-Tech Support Professional is a key team member responsible for delivering exceptional customer experiences across the full suite of Reveal software.

Responsibilities & Duties
  • Respond to customer inquiries in a timely manner and resolve issues based on the Application Support Playbook.
  • Own tickets until completely resolved and provide follow-up with clients after closure to ensure continued success.
  • Triage tickets by completing required information gathering, issue identification, and replication steps.
  • Evaluate and escalate tickets to appropriate teams to maintain SLAs.
  • Contribute to software documentation, knowledgebase articles, and client-facing materials.
  • Collaborate with Support Engineers to update the Application Support Playbook continuously.
Characteristics
  • Excellent written and oral communication skills are essential.
  • A charismatic personality and ability to engage others are vital.
  • A keen sense of attention to detail is necessary.
  • Maintaining accurate documentation practices is crucial.
  • Problem-solving skills with task follow-through are mandatory.
  • A commitment to excellence with ongoing improvement pursuits is expected.
  • A willingness to work collaboratively as part of an unselfish team is required.
  • The ability to quickly learn and understand technology is essential.
Education & Experience
  • A degree in Computer Science or Information Systems is preferred.
  • Familiarity with client-server architecture, modern programming languages, and SQL scripting is necessary.
  • At least 4-7 years of working experience are required.
  • eDiscovery experience is highly valued.
  • Familiarity with Azure/AWS is a plus.
Compensation & Benefits

This role offers a competitive salary range of $80,000 - $120,000 per annum, commensurate with experience. Additionally, Reveal provides a comprehensive benefits package including health insurance, retirement planning, and opportunities for professional growth and development.



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