Software Support Associate

3 days ago

Melbourne, Victoria, Australia Genix Ventures Pty Ltd Full time $60,000 - $80,000 per year

We are a leading IT product organization dedicated to providing cutting-edge

solutions to businesses worldwide. Our innovative products empower companies to optimize their

operations, enhance efficiency, and achieve their business goals. As a Product Support Associate,

you will play a crucial role in ensuring our clients receive exceptional support and assistance

throughout their journey with our products.

Job Responsibilities:

  1. Provide First-Level Support: Respond to customer inquiries, troubleshoot technical product

issues, and assist users with product-related questions via email, phone, and the issue

management platform.

  1. Problem Diagnosis: Accurately diagnose problems reported by customers and offer

appropriate solutions or workarounds.

  1. Incident Management: Record and track customer interactions using our ticketing system,

ensuring all issues are properly documented and resolved in a timely manner.

  1. Collaborate with Cross-Functional Teams: Work closely with our Product Development and

Quality Assurance teams to escalate critical issues and provide insights for product

improvement.

  1. Knowledge Base Contribution: Contribute to the development of our knowledge base by

creating and updating support articles, FAQs, and troubleshooting guides.

  1. Product Training: Assist in creating training materials and conduct product training sessions

for customers and internal teams.

  1. Customer Satisfaction: Strive to ensure high levels of customer satisfaction by delivering

prompt, efficient, and courteous support experiences.

  1. Stay Up-to-Date: Keep abreast of product updates, new features, and industry trends to

better support customer inquiries effectively.

9. 
Availability on Friday evenings and Saturday mornings twice every month(fortnightly) to

support our client deliveries is a MUST.

Qualifications and Skills:

  1. Education: A bachelor's degree in Computer Science, Information Technology, or a related

field is preferred but not mandatory. Relevant experience and certifications will also be

considered.

  1. Technical Acumen: Understanding of IT concepts and software applications.

  2. Communication: Excellent written and verbal communication skills to convey technical

information to non-technical customers effectively.

  1. Problem-Solving: Ability to think analytically, troubleshoot complex issues, and provide

innovative solutions.

  1. Customer-Oriented: A customer-centric approach with a passion for helping others and

exceeding their expectations.

  1. Time Management: Strong organizational skills and the ability to manage multiple tasks

simultaneously in a fast-paced environment.

  1. Team Player: Demonstrated ability to work collaboratively within a diverse team and

contribute to a positive team culture.

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