Protecht
Technical Customer Support
The forefront of risk and compliance solutions
Customer Support
Full-time
Office | Sydney, NSW, Australia
Visa sponsorship · No
Junior · A role for someone with some basic skills, good motivation and ability to learn. Typically 1-2 years of experience is required.
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Why Protecht
Protecht is more than a software company, we guide you through your risk management journey.
The Protecht Group is a leader in Enterprise Risk Management Software and Services that enables organisations to achieve their strategic objectives through efficient, effective and agile Risk Management.
Since 1999, we have delivered training, advisory and software solutions that intensify the Risk Management focus and discipline of corporations and government departments alike.
About the role
Our cloud-based SaaS platform – Protecht.ERM – is what makes us really stand out. It’s one of the most comprehensive, flexible, and dynamic risk management solutions available today.
We are seeking a Technical Customer Support Engineer to join our Sydney Team on a full-time basis and be the first point of contact for our external customers and provide software application support.
As an integral member of our Support team and report to Head of Customer Support, the Technical Customer Support Engineer is responsible for troubleshooting customer queries using SQL, Java Script and Linux.
This role would suit those who are passionate about supporting customers, tech savvy and having working knowledge of web-based solutions ideally gained in a tech company.
This role is on a flexible roster - start early 7am or finish later 9pm.
If you are interested in joining us, along with your previous experience in a busy Customer Support team, then we want to hear from you.
Our ideal Technical Customer Support Engineer candidate has:
- At least two years’ experience in a similar role providing customer support
- Proficiency in SQL and Java script would be ideal
- Exposure to BI and data visualisation
- Be a customer advocate and drive amazing customer service to our external customers
- Ability to explain customer enquiries in a clear and easy to understand way to a tech and non tech audience
- Problem solving skills - the ability to think outside the box with a desire to learn and improve
- Outstanding communication and stakeholder management experience
- Experience working in a B2B, or SaaS environment would be highly regarded
- Provide support to our customers and take ownership of query and drive them through to resolution
- Flexible, collaborative approach to working with broad cross-functional teams
What you'll be responsible for
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Customer Advocacy and Feedback
Advocate for customers by providing feedback to internal teams on how to better meet customer needs
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Customer Query Handling
Serve as the subject matter expert for the product/service, address customer questions and facilitate requests that need to be actioned by internal teams
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Technical Incident Resolution
Analyze and resolve technical and functional product issues for internal and external customers
Skills you'll need
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Collaboration
Works with others by being open, clear in communication and listening to achieve goals
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Service orientation
Actively seeks and develops strategies to help key stakeholders
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Problem solving
Identifies problems and develops logical solutions that address the problems
Meet the team
