Product Support Specialist

5 days ago

Melbourne, Australia ECi Software Solutions Full time

For more than 30 years, ECI Software Solutions has been providing industry-specific, cloud-based business management software and services to small and medium-sized businesses. With divisions focused on manufacturing, wholesale/retail distribution, building and construction, and field service, ECI's solutions integrate into every aspect of a customers' business to help them level the playing field, run day-to-day operations more efficiently, and free them up to focus on what matters most. It’s how business gets done.

As a Product Support Specialist for our team you will be supporting small to medium-sized entrepreneurs using our ERP solutions. We are searching for an outgoing, energetic, and motivated customer support professional to join our team
The Product Support Specialist will receive customer requests and respond to questions and issues arising from their use of ECi software. This position will be responsible for troubleshooting and documenting customer issues and ensuring a timely resolution to customer request for assistance.

Must be able to work in Australia full-time without sponsorship.

**Support may include, but is not limited to**:

- Assisting customers with understanding product functionality.
- Directing customers to available resources such as Online Help, Knowledge Base Articles, and customer training materials.
- Diagnosing software issues by reviewing software setups and configuration, system settings, data, etc.
- Assist our Cloud hosted customers with routine administrative tasks.
- Escalating suspected software defects to our Technical Support Specialists with well documented notes on troubleshooting performed.
- Route customer requests to the appropriate internal teams.
- Create, edit, and update Knowledge Base articles, training materials or other materials used to provide information and support to customers.
- Provide support for multiple product lines.
- Participate in continuous learning, product rollout sessions, and other internal training opportunities.

**Duties and Responsibilities**:

- Act as an escalation point for our Customer Experience Specialists
- Respond to customer requests for technical support
- Review and contribute to the Knowledge Base
- Provide timely follow-up to customers
- Provide thorough and complete case notes and documentation of customer issues
- Stay current on evolving product functionality and new releases

**Qualifications**:

- Bachelor’s Degree in applicable field or 3-5 years of relevant experience preferred
- Service oriented focus and ability to work as part of a fast paced, high performance team
- Strong verbal and written communication skills as well as interpersonal skills
- Ability to handle multiple assignments, prioritize tasks, and meet demanding deadlines
- Strong organizational skills
- High-energy, can-do attitude
- Excellent decision making, analytical, and customer services skills.
- Experience in relevant industry/platform
- Skilled in triaging customer requests

In addition to our competitive salary and award winning culture, we offer an excellent benefit package. We even offer our employees a day off to serve their community Our company core values are our “CODE”: Crave Greatness, Own the Outcome, Deliver Awesome and Embrace Community.

  • Product Support Specialist

    7 days ago

    Melbourne, Australia D2L Australia Pty Ltd Full time

    D2L Australia Pty Ltd is seeking a full time qualified, Product Support Specialist (Analyst Programmer). The Product Support Specialist requires an individual who has experience in resolving highly technical complex client issues with great troubleshooting skills and ability to think outside the box. You possess technical knowledge, problem solving skills...

  • Specialist Support Coordinator

    2 weeks ago

    West Melbourne, Australia Gateways Support Services Full time

    West Melbourne location - 6 month contract opportunity - Generous hourly rate and salary packaging available - Bi-monthly external clinical supervision and training opportunities - West Melbourne location - 6 month contract opportunity - Generous hourly rate and salary packaging available - Bi-monthly external clinical supervision and training...

  • Product Support Specialist

    2 weeks ago

    Melbourne, Australia Podium Full time

    At Podium, our mission is to help local businesses win. Our lead conversion platform, powered by AI and integrations, helps local businesses convert leads faster, communicate easier, and make more sales. Every day, thousands of local businesses utilize our review management, communication, marketing, and payments products. Our work and focus on helping...

  • Product Support Specialist

    2 weeks ago

    Melbourne, Australia Podium Full time

    At Podium, our mission is to help local businesses win. Our lead conversion platform, powered by AI and integrations, helps local businesses convert leads faster, communicate easier, and make more sales. Every day, thousands of local businesses utilize our review management, communication, marketing, and payments products. Our work and focus on helping...

  • Product Support Specialist

    4 days ago

    Melbourne, Australia Culture Amp Full time

    **Join us on our mission to make a better world of work.** Culture Amp is the world’s leading employee experience platform, revolutionizing how 25 million employees across more than 6,500 companies create a better world of work. Culture Amp empowers companies of all sizes and industries to transform employee engagement, drive performance management, and...

  • Product Support

    2 weeks ago

    Melbourne, Australia Tutt Bryant Hire Full time

    With the challenges of servicing remote sites, a diverse range of equipment, climates and supported industries, Tutt Bryant’s maintenance, engineering and logistics teams are offered a great deal of opportunities, as well as some exciting challenges along the way. Working in a mix of branch locations, field service and on fixed term project sites, Tutt...

  • Product Specialist

    1 day ago

    Melbourne, Australia HESTA Full time

    Product Specialist **Careers with Impact** More than one million Australians trust HESTA with their money. HESTA is a top-performing industry super fund working for real-world impact. We use our expertise and influence to deliver strong long-term returns while accelerating our contribution to a more sustainable world. HESTA is an inspiring and rewarding...

  • Air Conditioning Product Support Specialist

    2 weeks ago

    Melbourne, Victoria, Australia beBeeTechnical Full time $100,000 - $120,000

    Commercial Air Conditioning Technical Support SpecialistWe are seeking a highly skilled and experienced technical support specialist to join our team. As a commercial air conditioning technical support specialist, you will provide expert guidance and support to installers, service technicians, and internal teams on our commercial air conditioning...

  • Product Specialist

    2 weeks ago

    Melbourne, Australia HESTA Super Fund Full time

    **Careers with Impact** More than one million Australians trust HESTA with their money. HESTA is a top-performing industry super fund working for real-world impact. We use our expertise and influence to deliver strong long-term returns while accelerating our contribution to a more sustainable world. HESTA is an inspiring and rewarding place to work....

  • Product Specialist

    7 hours ago

    Melbourne, Victoria, Australia Siemens Healthineers Full time

    Product Specialist - Digital & AutomationJoin to apply for the Product Specialist - Digital & Automation role at Siemens HealthineersProduct Specialist - Digital & Automation2 days ago Be among the first 25 applicantsJoin to apply for the Product Specialist - Digital & Automation role at Siemens HealthineersGet AI-powered advice on this job and more...