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Product Support Officer

2 months ago

Melbourne, Australia PDS-Product-IDS Full time

  • Saas product support for clients across VIC Government sector.

  • Full ownership of whole lifecycle support as a product expert.

  • Hybrid working, supportive team, career pathways into Product roles.

Who We Are

Insight Data Solutions brings unparalleled accuracy, speed, and flexibility to real estate valuation, prediction and analytics. Through our unique mix of robust technology and comprehensive industry expertise, IDS enables governments, corporates and consumers to meet their property valuation needs.

As we change the way people engage with property, we need diverse thinkers to help us.

About the Role

Our IDS division is a business within a business – using technology to drive efficiency and transparency around land valuations, leveraging new digital capabilities that will minimise bottlenecks and create process efficiencies in delivering valuations for Government entities e.g. council owned properties and land.

Off the back of a recent promotion within the team, we now require a Product Support Officer who can become an expert in our Saas valuations product, VM Online – handling all product-related queries from our client base of government entities, ranging from basic troubleshooting through to configurations and triaging more complex requests.

Put simply, our Data Solutions division is going place – This is a unique opportunity to join a unique “business within a business”, in a very supportive and flexible culture, and open doors for future career growth to move into various Product roles.

In a typical day you can expect to: 

  • Take ownership of the full lifecycle of support requests submitted via online portal, emails and/or occasional inbound calls from our user base of Valuation firms and Auditors.

  • Assist with troubleshooting of software issues and provide guided user troubleshooting where applicable.

  • Engage with product and engineering teams over complex or urgent issues.

  • Assist with the documentation and updating of the user knowledge base.

  • Bug reporting.

  • Communicate customer feedback and potential product improvements to the development team.

  • Establish a deep understanding of property valuation software and the government property valuation process.

Our Ideal Person:

ESSENTIAL:

  • Proven experience in IT / Software support roles or online helpdesk. 

  • Experience working with Jira and/or Confluence platforms.

  • Exceptional customer service skills.

  • Strong problem-solving and time management skills.

  • Fantastic written and verbal communication skills.

  • Ability to learn complex systems quickly.

BONUS POINTS:

  • Experience working within PropTech or Real Estate.

  • Relevant degree or tertiary qualifications within IT or Software.

Why Join Us:

We’re the right size business for you to make a real impact, with a workplace culture where you can be you. Perks of the role include:

  • Discover your ideal work-life balance with our approach to flexibility;

  • First-rate parental leave and wellbeing policies;

  • Access to Perkbox, giving you discounts across healthcare, entertainment, food, utilities and more

  • Continuous opportunities to leap, learn and grow.

What’s Next?

We’ll give your application the thoughtful attention it deserves and get back to you as soon as possible. If there’s a match, one of our recruitment consultants will reach out—so keep your phone handy We’re genuinely excited about the chance to work together and make a meaningful impact. 

Apply now to help us drive progress in diversity, equity, and inclusion. We are devoted to fostering a diverse and supportive work environment and warmly welcome applications from Aboriginal and Torres Strait Islander peoples. If you have any accessibility needs or require accommodations during the application process, please let us know, and we will ensure you receive the support you need.