Product Support Specialist

2 days ago

Mount Waverley, Australia ECI Software Solutions Full time

**About the team**:
Customer satisfaction is key to our success and our APAC based Customer Support Team are now looking for technically minded customer service champions to join them as a Product Support Specialist.

Based in our Victorian Head Office in Mount Waverley (Hawthorn East in July 2025), you will be supporting small to medium-sized entrepreneurial businesses using our ERP solutions within our Manufacturing vertical.

**Responsibilities include**:

- Assisting customers with understanding more basic queries relating to product functionality
- Comfortable potentially working shifts between 8am to 6pm Monday-Friday
- Supporting other team members with their technical development, workload and related customer enquiries
- Utilising and directing customers to available resources such as Online Help, Knowledge Base Articles, and customer training materials
- Assist our Cloud hosted customers with routine administrative tasks
- Escalating potential product defects to relevant product teams, continuing to follow-up on ETA’s for a resolution and communicating updates back to the customer.
- 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

**We’re looking for someone who has**:

- A positive attitude Someone who has a passion for exploring, learning, taking initiative, and someone who isn’t afraid of making mistakes
- The ability to adapt to change. One thing that is constant is that no two days are the same. Processes and ways of working are constantly evolving as we strive for improvement, so being able to embrace this change is pivotal
- Great interpersonal skills and the ability to effectively communicate to customers, in a sometimes sensitive, urgent or challenging environment
- Previous experience in providing technical support to customers, ideally in the software/SaaS/ERP space
- An extremely strong ability to prioritise case workload, phone calls, internal stakeholders and customer deadlines
- Good understanding of networks and IT infrastructure including network architecture and security
- A strong understanding of the Windows operating system
- Knowledge of MS SQL, SQL Server 2008 - 2016+

Whilst customers are based in APAC, many internal stakeholders are based overseas in the U.S. Factoring in multiple time zones, and prioritising meetings base on this will be essential for success

The team’s passion for a strong culture aligns very strongly with the ECI Corporate Values of **Crave Greatness, Own the Outcome, Deliver Awesome** & **Embrace Community.**Make sure to let us know of your own experiences that align with these values

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