Support Analyst

3 days ago

Sydney, Australia Orbx Full time

**Ready for your next move?**:
We are always looking for talent to join our team, either as independent developers or on-the-ground staff.

**Why work with us?**:

- The products you create will be enjoyed by people all over the world, and potentially shipped in the base simulators.
- You’ll be working with some of the best developers in the industry.
- Expand your skills. We provide training for essential job-related skills, as well as other professional development opportunities.
- Get full access to the OrbxDirect product library worth over A$20,000.
- A friendly team who has frequent team dinners, BBQs and hangs out together.
- Company-sponsored trips to some aviation and flight simulation events, location dependent, such as FSExpo, FlightSimShow, or Avalon Airshow.

Support Analyst - OrbxDirect & Central

Remote. You must be available on Sydney/Melbourne Australia time.

**About Orbx**

**The Role**

**Key Responsibilities**
- **End User Support**
- Together with the Customer Support team (in marketing), provide timely, professional support to OrbxDirect and Central customers, ensuring a seamless user experience.
- Troubleshoot and resolve technical issues, escalating when appropriate.
- Contribute to and maintain support documentation and customer knowledge base resources.
- **Internal Support**
- Assist internal teams (e.g., sales, marketing, operations) with platform-related issues.
- **Requirements Gathering & Analysis**
- Translate customer feedback and support interactions into actionable business and technical requirements.
- Collaborate closely with the software development team to define, document, and prioritise feature requests and improvements.
- Participate in user acceptance testing (UAT) for new features and platform enhancements.
- **Technical & Marketing Support**
- Support marketing initiatives through web-based updates and platform customisation.
- Update front-end pages as required.
- Assist with OrbxDirect theme adjustments and campaign deployments.

**Skills & Qualifications**
- Experience in a support, analyst, or helpdesk role within a software, or e-commerce environment.
- Strong problem-solving and analytical skills, with the ability to diagnose technical issues.
- Excellent written and verbal communication skills, adaptable to both technical and non-technical stakeholders.
- Experience with **PHP/Laravel** development and a working knowledge of **HTML, CSS, and JavaScript**.
- Familiarity with customer support systems and the software development lifecycle.
- Highly skilled at WordPress and other CMSs.
- High attention to detail is a mandatory requirement
- Highly organised and proactive in approach.
- Flight simulation and gaming experience will be prioritised

**Why Join Orbx?**
- Become part of a global leader at the forefront of flight simulation innovation.
- Potential of career progression in the broader technology and/or marketing teams
- Work in a collaborative environment where your expertise bridges customers, internal teams, and developers.
- Use both your analytical and technical skills to shape customer experience and marketing impact.
- Grow your career in a dynamic and innovative technology company.

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