Support Analyst

Time for a change? Looking to embrace your passion for customers, whilst utilising your knowledge and experience in Property and Rating?

**How you'll make a difference...**

This isn’t your average customer service role. We come to work every day, mixing it with software developers, senior product managers and other support team members, focused on making our customers successful and getting them back to running their business quickly.

As a Support Analyst supporting our Property & Rating product, your role is to take ownership of the customer support lifecycle by delivering an experience that our customers remember. You'll mix it with developers, senior techs, and other support consultants to resolve customer queries and issues and ensure our customers are kept up to date.

This role will suit someone who has experience with Property & Rating systems within Local Government or similar organisations and has a keen sense of customer engagement. Building key business relationships is a large part of this role, in addition to attention to detail, accuracy and problem solving skills.

**What you'll be doing...**
- Resolution of assigned Property & Rating product questions and support requests, or direct questions to the appropriate team for resolution.
- Engaging with our Product and SaaS resolver teams where required on issue diagnosis, replication, and root cause analysis
- Understanding customer use cases, perform troubleshooting, and provide alternate solutions to customer issues
- Creating knowledge base articles to improve first call resolution and help customers self-serve
- Providing a compelling customer experience on every customer interaction to make our customers feel valued and important
- Closely monitoring individual support customer requests to ensure that they remain within the agreed KPIs and when necessary, escalate to the Support Lead.
- Providing alternative solutions to customer issues, documenting knowledge base articles as appropriate to improve first call resolution

**Your talents...**

Experience and knowledge** **in:

- Property & Rating systems or other similar local government business systems
- TechnologyOne Property & Rating software

Note: TechnologyOne product experience is desirable, but not essential - we will invest in you

Demonstrated capabilities which include:

- Customer centric** -** as a customer service professional you have a passion to deliver a compelling customer experience at every interaction. You thrive on taking a solution-based approach when analysing and resolving complex customer issues
- A master in self-organisation - you can balance multiple tasks with varying levels of priority and urgency and are resilient in facing challenging situations and working under pressure.
- A solid communicator - your communication skills are second to none and you’re at your best when talking to customers across various channels and engaging with team members to achieve outcomes for customers

**Benefits**
- Competitive remuneration package
- Flexible hours - we are family friendly and value life outside of work.
- Fantastic end of trip facilities: Bicycle parking, showers, hair straighteners, hair dryers & free towels.
- Option to extend leave to 6 weeks via Purchase Leave Policy
- Free breakfast on-site
- Professional development allowance benefits for use on courses, conferences, workshops etc.
- Catered team and company events.
- Salary packaging for devices like mobile phones, tablets & smart watches, as well as novated leases on cars and more.

**Who we are...**

TechnologyOne (ASX: TNE) is Australia's largest enterprise software company and one of Australia's top 150 ASX-listed companies, with offices across six countries. We create solutions that transform business and make life simple for our customers. We do this by providing powerful, deeply integrated enterprise software that is incredibly easy to use. Over 1,000 leading corporations, government departments, and statutory authorities are powered by our software.

We pride ourselves on providing our people with earned recognition through career progression, competitive salaries, and a supportive environment. We double in size approximately every 4 to 5 years so career opportunities abound. Everything is about to change. Are you ready?

We value creativity, innovation, and people with an entrepreneurial spirit. See us in action at Hack Day
- Applicants must have the right to work permanently in Australia.