Support Analyst

2 days ago

North Sydney Council, Australia livepro Australia Limited Full time $60,000 - $120,000 per year

ABOUT LIVEPRO:

livepro is an Australian SaaS product gone global in the knowledge management space empowering contact centers to deliver answers (not information) to their customers since 2001. With headquarters in Sydney NSW. We're currently looking for a Support Analyst to join our fun & cohesive team.

WHY LIVEPRO?

  • Be a part of an exciting Aussie software company making an impact on the global stage
  • Work from anywhere role with domestic travel opportunities
  • Extremely flexible working arrangements & supportive culture
  • Exciting tech role where you get to see product features/ideas come to life

OBJECTIVE/DESCRIPTION:

The Support Analyst is responsible for ensuring that livepro delivers a stable and optimised product experience through comprehensive user acceptance testing (UAT), support and client assistance. This role works directly with clients to maximise their utilisation of available features while maintaining livepro's commitment to exceptional customer satisfaction. We regularly get over 90% satisfaction from our customers.

Integral to the customer success process, this position collaborates closely with clients requiring technical assistance. The Support Analyst helps to manage and maintain the Help Site as a primary resource, enabling customers to independently resolve issues and reducing support call volume.

MAIN DUTIES/RESPONSIBILITIES:

  • Be the Problem-Solver - Investigate and resolve technical challenges including troubleshooting, permissions, article formatting, and performance issues via phone, email, online meetings and ticketing system while maintaining high customer satisfaction.
  • Test What's Next - Conduct comprehensive UAT on new features before they go live (catch bugs before customers do)
  • Self Service Solutions - Create and maintain help articles that enable customers to self-serve and succeed independently
  • Multi-Channel Support - Assist clients via phone, email, video calls, and our ticketing system with empathy and expertise
  • Bridge Tech & Product - Log detailed bug reports in Jira so our dev team can deliver swift fixes
  • Drive Continuous Improvement - Assist with maintaining and expanding the automated testing system to streamline quality assurance processes for new and existing features plus functionality additions.
  • Track & Analyze - Maintain detailed records in Zendesk to identify trends and opportunities for improvement

KNOWLEDGE, SKILLS & EXPERIENCE

· years call centre experience

· Previous SaaS Product Experience

· Outstanding communication skills for troubleshooting via online meetings, phone calls or emails

· Tech-savvy with the ability to troubleshoot windows desktop and web browser issues

· Strong team ethic and ability to work independently

· Flexibility to work outside normal hours when needed

· Problem Solver

· Customer Focused

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