Software Support Analyst

3 weeks ago

Abbotsford, Australia Computershare Full time

Locations: Melbourne – Yarra Falls (Hybrid) 

This is a hybrid position primarily based in Yarra Falls, Melbourne. We’re committed to your flexibility and wellbeing and our hybrid strategy currently requires two days a week in the office, giving you the option to work remotely for some of your working week. Find out more about our culture of flexible working.

We give you a world of potential

We have an opportunity for a Software Support Analyst to join us at our global head office in Abbotsford. This role reports to the Manager of Support and Projects and forms part of a global team that includes North America and Europe. You will work as part of a small Melbourne team serving clients across Asia-Pacific Region.

 If you are looking for a challenging and rewarding role, then we want to hear from you. Please submit your application today and take the first step towards joining our dynamic and innovative team.

A role you will love

Computershare Governance Services (CGS) is the leading global supplier of web based entity management, board portal and subsidiary governance solutions. Leading companies from all market segments look to our solutions to stay compliant and minimize risk.

Our team is responsible for project managing the implementation of CGS entity management and board management solutions to ensure they are completed in accordance with client expectations and regulatory requirements. it is vital that high standards of service and professionalism are maintained to reinforce the Computershare brand and our promise to our clients.

The Software Support Analyst plays a crucial role in our operations and is responsible for coordinating client administrative activities following investigation, review, and consultation with the client. The Analyst operates to identify the means and ways of efficient and better application use for increased client satisfaction and retention with Computershare Governance Services (CGS) products and services. Data Entry projects to process data into the CGS applications and provides solutions to ensure they are completed in accordance with client expectations and regulatory requirements in main responsibility for Managed Administrative Service role.

This position may be required to work some extended hours and requires flexibility to work weekend daytime hours on-call on a rotating support roster.

Key Responsibilities Include (but are not limited to):

  • Providing first-response troubleshooting and diagnosisfor reported application issues and questions. Including acting as key client contactby phone and email, responding to a variety of queries, and providing assistance and follow-up.
  • Managing cases in responseto client requests and resolving or arranging follow up. Including documenting client requests, assigning to team members and updating clients with problem status.
  • Assisting new client implementations with configuration and testing of CGS solutions. Including assisting with a variety of tasks and documentation for new clients
  • Detailing assessment of issues, estimating resource requirements and delivering a resolution. Including problem requests documented and assigned
  • Participating in self-development, 1 on 1 coaching, department training and internal courses that will aid in their development of CGS project management, including ongoing product training

What will you bring to the role? 

  • Excellent customer service skills and a strong support ethic
  • Experience working in a customer service role, preferably within a support environment
  • Strong technical aptitude
  • Ability to communicate effectively with people at senior levels of the organisation, including senior management
  • Strong organisational skills
  • Strong documentation skills
  • Proven track record of complying with processes and procedures
  • Excellent attention to detail

The following skills/experiences are desirable however not essential:

  • Additional languages other than English to support international customers.
  • Knowledge of corporate governance and/or compliance
  • Understanding of CGS products or competitive software products

Rewards designed for you                      

Flexible work to help you find the best balance between work and lifestyle. 

Health and wellbeing rewards that can be tailored to support you and your family. 

Invest in our business by setting aside salary to purchase shares in our company, and you’ll receive a company contribution as well.   

Extra rewards ranging from recognition awards and team get togethers to helping you invest in your future. 

And more. Ours is a welcoming and close-knit community, with experienced colleagues ready to help you grow. Our handbook will help you find out more about our rewards and life at Computershare, visit computershare.com/careers-handbook. 

#LI-KT1

#LI-Hybrid

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