Software Support Specialist

2 weeks ago

Wollongong, Australia Objective Corporation Full time

**About Objective**
At Objective, we create that software that makes a difference. With over 400 people and 4 development labs spread across Australia, New Zealand and the United Kingdom, Objective is a leading developer of SaaS solutions for the government.
Objective's Wollongong lab is Illawarra’s largest development lab, housed in the Illawarra Innovation Campus.

*
The challenge*
This is a full-time role based in our Wollongong office and you will be joining a close-knit team reporting to the RegTech Support Manager. The Objective Software Support Specialist team provides technical assistance for Objective RegTech and transport safety solutions. We are the key contacts between customers and internal departments to maintain satisfaction and resolution to all customer issues. Software Support Specialists provide accurate and timely technical support to Objective customers via telephone and portal. They manage support issues of complex and technical nature with varying degrees of priority. They address incidents within predetermined service levels, requiring the ability to multi-task and prioritize.
**What you'll do**
- Drive measurably high levels of customer satisfaction that lead to customer loyalty and retention.
- Provide remote product technical support to customers.
- Maintain up-to-date and relevant technical knowledge of Objective solutions and the environments in which customers operate.
- Obtain a solid understanding of the customer issue, diagnose, and provide an appropriate solution according to service levels.
- Manage incidents professionally and within stated timelines.
- Understand the real-world impact that issues and defects have on customers.
- Accurately record and maintain incidents in accordance with department standards.
- Assist Engineering staff in resolving product issues.
- Assist Product & Cloud Engineering staff in resolving product issues.
- Partner with Technical Account Managers when delivering outcomes for customers.

**What you need to succeed**
- Either a bachelor or master’s degree in computer science plus 2-4 years experience.
- 5 years experience in a customer support role.
- Support all kinds of product-related issues e.g. architecture, infrastructure, functionality, development, integration, migration etc.
- Recognizing areas that require patching and up-gradation for fixing vulnerabilities.
- Excellent oral and written communication skills; the ability to articulate technical solutions and how they can solve customer business problems to all audiences including non-technical.
- Effective dialogue building skills; listening, good Q&A skills.
- Ability to work in a highly agile environment and multi-task.
- An excellent team player but equally able to work individually depending on customer scenarios.
- Good to have: Coding capability in one programming language, preferably Java, C++ or scripting abilities.

**Why Objective?**
We recruit the best and brightest people in the industry who are passionate about their work. We aim to create an environment that allows talented people to deliver innovative technical solutions. We offer a truly flexible working environment.

Come and join a team that is making a difference, Come and join Objective.

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