Support Analyst

Make a real impact on customer success by being the first point of contact post-onboarding. As a Support Analyst, you'll play a vital role in ensuring our customers get the best possible experience, resolving their concerns, and advocating for their needs across all our products.

What you'll be doing…

In this role, you will be at the centre of customer support delivery, working closely with colleagues and resolver groups to drive positive outcomes. You'll act as the voice of the customer, ensuring satisfaction and continuous improvement.

· Act as the primary contact for customers, providing software support and guidance

· Conduct effective case management to resolve concerns and improve overall customer satisfaction

· Develop and promote self-service capability through knowledge base articles and customer community contributions

· Ensure complex or unusual support requests are resolved or escalated effectively, following established processes

· Maintain compliance with internal policies, work health and safety requirements, and proactively suggest improvements to systems, processes, and support delivery

Your Talents…

• Proven experience in delivering customer support within a software or technology environment
• Experience in case management, problem solving, and customer advocacy
• Expertise in stakeholder management, with the ability to communicate and negotiate effectively across all levels
• Broad understanding of corporate processes, service delivery, and escalation management
• Highly developed communication skills, both written and verbal, with strong English proficiency (equivalent to IELTS Band 9)
• Strong analytical skills, time management, and the ability to prioritise tasks effectively
• Knowledge of TechnologyOne's products (advantageous)

Why Join us?

TechnologyOne is proud to be an Equal Opportunity Employer who values diversity and an inclusive workplace. We aim to recruit a diverse range of people with a diverse range of talents to help us to deliver on our mission to better our community. If you meet several of the requirements (and not all), we still encourage you to submit your application.

We pride ourselves on providing our people with earned recognition through talent mapping and career progression, competitive salaries and having a supportive tribe environment.

Our
core values and culture
unleash the boundless potential of creativity, innovation and the entrepreneurial spirit within our people.

When you experience
Life at TechnologyOne
you'll see that our team enjoys an extensive array of benefits, including
foundation charity activities
, which all cultivate a vibrant workplace our people are very proud to be involved with.

Benefits…

• Competitive remuneration package
• Industry leading employee share plan
• Salary packaging options
• Amazing Culture: 8 x Australian Business Awards "Employer of Choice" winner
• We love our team events & celebrate diversity
• Flexible hours: we are family-friendly and value life outside of work
• Free gym membership in your region (or, if you are located at HQ, we have a new state of the art Gym onsite, exclusive and available 24/7).
• Additional 2.5 days of leave per year dedicated to volunteering at a charity of your choice
• Free breakfast and coffee on-site
• Free LinkedIn Learning - professional development platform with access to thousands of courses for TechnologyOne employees (full access licence)
• Defined career framework - know what options you have in your career path and how you can get thereWho we are…

TechnologyOne (ASX: TNE) is Australia's largest enterprise software company and one of Australia's top 50 ASX-listed companies, with locations across six countries. We provide a global SaaS ERP solution that transforms business and makes life simple for our customers. Our deeply integrated enterprise SaaS solution is available on any device, anywhere and anytime and is incredibly easy to use. Over 1,200 leading corporations, government agencies, local councils and universities are powered by our software.

For 38 years, we have been providing our customers with enterprise software that evolves and adapts to new and emerging technologies, allowing them to focus on their business and not technology.