Technical Support Analyst

4 days ago

Brisbane Queensland Australia Obzervr Trading Pty Full time $60,000 - $100,000 per year

Position Summary:

The support services (service delivery) function is responsible for providing and enabling exceptional service for new and existing customers as they move from project delivery to on-going business support.

Primary objectives of the function are to:

  • Provide an exceptional 'transition to support' experience as our customers go-live.
  • Provide deep technical troubleshooting and act as the liaison between the customer and engineering team.
  • Drive engagement, adoption, and satisfaction, and promote and champion our products and services on an on-going basis.
  • Provide exceptional product support services within ITSM best practices.

The goal of the Support Analyst is to ensure that our customers receive the highest possible level of specialist product advice and service support.

Key Responsibilities:

  • Managing service requests and incidents.
  • Escalating and coordinating issues with our Product, Engineering, Integration, Analytics, and Delivery teams.
  • Collaborating closely with customer stakeholders and Obzervr team members.
  • Maintaining issue currency of status, commentary, and follow-ups.
  • Assisting with Service Management analytics and reporting.
  • Creating and maintaining, requirement, change, training, and release documentation.
  • Creating and maintaining customer facing and internal product support documentation, KBAs, FAQs, and training resources.
  • In-depth system and technical analysis to review, triage and resolve incidents and service requests.
  • Detailed analysis to identify, review and document product coverage gaps and technical bugs.
  • Support the definition of scope and requirements for functional and non-functional enhancements.
  • Communicating planned and unplanned works that may have an impact on customer experience.
  • Maintain a deep understanding of our products and services to be a true subject matter expert.

Required Qualifications:

  • Bachelor's degree in business systems, IT, communication, or related fields.
  • Strong communication skills, both written and verbal, with the ability to convey complex information clearly and concisely.

Preferred Qualifications:

  • At least 1 year of experience in a technical customer support role, preferably in a SaaS or custom software services environment
  • Proficiency in SQL scripting, API's and App insights.
  • Awareness of IT Service Management (ITIL) principles and practices

Skills and Competencies:

  • Excellent interpersonal skills, able to build rapport and establish trust with customers.
  • Proactive mindset with a passion for delivering exceptional customer service.
  • Detail-oriented with strong organisational and time management skills.

Career Progression available :

  • Technical Business Analyst
  • Integration Engineer
  • Project Manager

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