Support Analyst

4 days ago


Melbourne, Australia MRI Software Full time

About the role:
Essential Functions Include:

- Manage requests from all channels in a professional manner and resolve within the required time frame
- Record all ticket details including problem and solutions in a CRM
- Take ownership of Client issues and proactively follow them up to resolution
- Liaise with Product, IT, Accounts, Account Managers and Management as needed for various other enquiries
- Liaise with external entities as required to ensure issues are resolved or required tasks competed. These entities include
- Portals, Media Vendors, 3rd Party Website Developers and SMS providers.
- Ensure Box+Dice ZenDesk is constantly up to date, ticket data, new cases and resolving old cases
- Assisting with lead support and webinars for clients and being a specialised within the Box+Dice Platform
- Develop a high level of overall knowledge of the Box+Dice Products
- Keep up to date with system knowledge, products and upcoming projects

Skills & Other Requirements
- Experience using Box and Dice platform
- Previous experience in customer service role
- Proven ability to conduct in-depth analysis of client needs
- Ability to manage and resolve client issues within SLA requirements
- Team player with high level of commincation skills

**Benefits**:

- Annual performance-related bonus
- Flexi Fridays: knock 2.5 hours off your day on a Friday (max 6 per annum)
- Me Days: an additional 3 days of leave each year to qualifying employees
- Engaging, fun & inclusive culture: check out the MRI Software APAC Insta feed and stories

About the business:


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