Customer Support Analyst

About Us:

We are a leading and proprietary software company that delivers a comprehensive ERP solution to many iconic fashion and footwear brands. Our customer-focussed business is dedicated to ensuring that synergy between our customer's essential business processes together with their use of our application maximizes their operational efficiency to drive their bottom-line. Our customer-centric approach and commitment to excellent service has our Support team delivering level 2 and 3 type support to clients as they navigate and optimize the usage of our ERP.

Is this the Role for YOU?:

We are excited to offer a great opportunity to someone looking for an interesting and long-term career in customer support with a successful and growing Australian company. From point of sale, warehousing, production and finance, our vast system can be challenging to learn, but we set you up for success from the beginning, with resources, in-team training, opportunities to work with senior team members, one on one catchups, and a supportive team and manager. We provide you with the opportunity for ongoing training and access to resources to help you create your own path within our business.

Our company values of having Integrity, being Adaptive and being Collaborative are the foundation for how our support team operates. We are looking for candidates who share these values and will model them in their daily work life.

Our Customer Support Analysts serve as key members of the team, providing frontline technical assistance to end-users of our system. If you excel at problem-solving, technical troubleshooting, are a critical thinker and detail-oriented, then our Support Analyst role focussed on working with customers to resolve application related issues, has your name all over it.

As part of the team your day-to-day work will handle support tickets, manage customer inquiries, and collaborate with internal teams to resolve often complex problems and ensure a high-quality of service delivery. You will also assist in testing, documenting issues, and providing feedback for continuous system improvement.

Day to Day Nuts and Bolts:

• Provide technical support:
   Respond to customer queries related to the ERP system via ticket, email, and phone, ensuring timely resolution of issues.
• Troubleshoot issues:
   Diagnose problems by understanding processes, analysing data, replicating issues and at times coordinating with other teams to ensure resolution within our agreed service levels (SLA).
• Issue tracking and documentation:
   Log customer interactions and technical issues in our ticketing system, ensuring proper documentation of incidents and resolutions and accurate maintenance of timesheets.
• Collaboration:
   Work within our Support swarms and escalate and collaborate with cross-functional teams (development, testing, consulting, CRM) and our 3
  rd
   party integration partners where necessary, to resolve complex issues of both a technical and business nature.

Addons undertaken by the team include:

• Upgrades:
  Working with our customers to organise and deploy version upgrades of their test and live systems
• Security Compliance:
  Our ISO27001 certification means we have a strong emphasis on keeping both our own and our client's systems secure. From time to time, we are called on to participate in activating changes that keeps our cybersecurity future-focussed for all our stakeholders.
• Testing:
   Participate in system testing to validate fixes, or updates before deployment to customers.
• Continuous improvement:
   Provide feedback on recurring customer issues and help improve internal support processes or system updates to prevent future problems.

Qualifications:

• Experience:
   Minimum 3 years of experience in customer support, ideally for an ERP system or other complex software platforms.
• Technical knowledge:
   Familiarity with ERP systems, Oracle databases, and technical troubleshooting.
• Communication skills:
   Strong verbal and written communication skills, with the ability to explain technical concepts to non-technical users.
• Problem-solving:
   Ability to work independently and collaboratively to analyse and resolve technical problems.
• Customer-focused:
   Demonstrated ability to maintain professionalism, patience, and a positive attitude while handling challenging customer issues.
• Time management:
   Ability to prioritize and manage multiple support tickets, follow up and track progress efficiently.
• Education:
   Bachelor's degree in information technology, or related field, or equivalent work experience will be favourably considered.

Preferred Skills:

• Familiarity with ERP solutions and supporting customers in SaaS environments.
• Experience with time-sheeting and ticketing systems.
• Knowledge of Oracle SQL
• Basic understanding of accounting, finance, or supply chain management

What we offer:

We would be welcoming you to a supportive and collaborative team that works together in a dynamic and adaptive way. We offer a competitive market-related salary and ongoing training and professional development with career advancement.

How to Apply:

• Interested candidates should submit their resume and a cover letter detailing their relevant experience