Technical Support Officer

1 week ago

Bayswater, Australia Acova Full time $60,000 - $80,000 per year

Company Description

Acova Pty Ltd is a joint venture dedicated to developing, producing, and commercialising advanced grain quality assessment technologies. The company's flagship product is a Visual Analysis (VA) solution that automates key steps in grain analysis using machine learning algorithms and custom hardware. This technology effectively detects grain defects, foreign material, and weed seeds in wheat, barley, and oats. Piloted over the past two years at several CBH receival sites, the VA solution has garnered positive feedback for its speed, consistency, and transparency, providing real-time visibility of defect images to growers via CBH's CDF app.

About the Role

We are seeking a motivated and technically skilled Technical Support Officer to join our

development team. The ideal candidate will have hands on experience in supporting hardware devices and software systems and applications. This role offers an opportunity to contribute to innovative projects and grow within a dynamic technology environment.

Key Responsibilities

  • Provide responsive and effective technical support to customers across devices, systems and applications
  • Triage and resolve support requests, escalating to the Development team where necessary and ensuring resolution within SLAs.
  • Track device health of deployed devices through the fleet management software
  • Create and maintain clear documentation of support processes (troubleshooting guides etc..)
  • Manage the creation, resolution and closing of support tickets within an issue management system
  • Coordinate with customers on product shipping and logistics
  • Provide training to customer technical support staff
  • Manage/coordinate the configuration of devices across environments

Desirable Skills

  • Good communication and teamwork skills.
  • Ability to learn quickly and adapt to new technologies.
  • Strong problem-solving and analytical abilities.
  • Some experience with basic tools

Qualifications & Experience

  • Tafe Diploma or Tertiary Education
  • Some Mechanical, Electrical or Software technical skills and experience

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