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Technical Customer Support Specialist (2-3 days / wk)

New South Wales, Australia

DATE ADDED
May 25, 2021
ROLE TYPE
Customer Support Specialist
JOB CODE
58_545
JOB DESCRIPTION

INFORM Software Corporation Australia provides consulting and technical support services to INFORM GMBH. 

INFORM GMBH specialises in Advanced Optimization Software to improve planning and operational decision making. INFORM’s inhouse developed software solutions are offered to a wide range of large or medium size companies as e.g. banks, insurance companies, or airlines. 

Their Sydney-based team are looking for a technical expert in optimisation software.

Based in Sydney with flex and a part-time remit, you will be providing technical and functional support to existing and prospective customers as well as providing day to day support to the sales team. Working closely with our sales team you will be responsible to ensure smooth technical implementation and support of INFORM software across Australia and New Zealand

Role:

  • Provide technical and functional support for the deployment and maintenance of INFORM software products (RiskShield, GroundStar, WorkforcePlus) including the diagnosis and resolution of technical problems;
  • Perform in-depth analysis to determine software and hardware requirements to provide recommendations and solutions to problems;
  • Provide exceptional customer service to customers including responding to inquiries about software and hardware problems aligned to the Service Level Agreements and across both first and second level support;
  • Adapt existing programs and integrate into Customer’s technology landscape to meet users' requirements;
  • Manage software application versions across customer sites as required; 
  • Deliver on-site and remote support and technical and functional training to customers on how to use INFORM software;
  • Provide feedback and make contributions to the interface design between INFORM software solutions and the respective customer environments;
  • Provide other consultancy services like training to existing or prospective customers in Australia and New Zealand related to the implementation and usage of INFORM software;
  • Point of contact for colleagues from the INFORM headquarters in Germany across all INFORM products and both technical and functional specifications.
  • Provide support to the local sales team and management as required

Skills and Qualifications:

  • You are a reliable team player with a strong work ethic and have:
  • Qualification in computer science or associated degree / qualification in a related field or technical experience in previous roles
  • Exposure to the implementation and usage of software systems for the fraud, aviation and workforce sector (decision optimisation preferable)
  • Experience providing technical support for software systems or a technical mind with the ability and desire to provide technical support to our customers
  • Experience assessing, interpreting and providing recommendations and troubleshooting on the functional aspects of software systems
  • Strong problem-solving skills
  • Exceptional communication skills and experience in customer service/support functions
  • Self-motivated, ability to work autonomously and to deadline
  • Willingness to work across time zones and to travel within Australia and abroad
  • Project management experience desirable
  • German language knoweldege is a plus

 

 

Product & Industries: Risk assessment and fraud prevention software RiskDefender (RiskShield in Aus) protects a wide range of large or medium size companies such as banks, insurance carriers and telecommunication companies.  https://www.inform-software.com/products/riskshield