Support Analyst
vor 1 Monat
This role is responsible for the frontline management and prioritization of the Customer Success Portal – including customer communication, troubleshooting and product awareness of Infiniti and the Eco System.
Assisting other members of the Customer Success Team and creating a positive experience for our partners and clients alike.The role can be based in either Canberra or Sydney and has a hybrid or remote setup with occasional work from the office required.
About Smart Communications Smart Communications is a leading technology company focused on helping businesses engage in more meaningful customer conversations.
Its Conversation Cloud platform uniquely delivers personalized, omnichannel conversations across the entire customer experience, empowering companies to succeed in today's digital-focused, customer-driven world while also simplifying processes and operating more efficiently.
Smart Communications is headquartered in the UK and serves more than 650 customers from offices located across North America, Europe, and Asia Pacific.
Smart Communications' Conversation Cloud platform includes the enterprise-scale customer communications management (CCM) power of SmartCOMM TM, forms transformation capabilities made possible by SmartIQ TM and the trade documentation expertise of SmartDX TM.
In 2021, the company acquired Assentis, a leading European software solutions provider specializing in customer communications management (CCM) with a focus on the financial services industry.
To learn more, visit smartcommunications.com.
The responsibilities of the role include: Customer Success Technologies Moderate and maintain the CST query queue Resolve or escalate tickets marked urgent and high priority Resolve and escalate support tickets as required Communicate and keep good relations with the ticket holdersProject management of ticket to resolution Creating enterprise processDefining and redefining the queue management processes and communications to assist the sales/support/partner networks to support our clients better Technical Partner Communications Establish and maintain a working relationship with technical partner call centre operations Communicating and maintaining the Knowledge Hub Gathering and uploading relevant information directlyWork with the Knowledge Coordinator to ensure a consistent voice Assisting with other Customer Success Team tasksAssisting with CST tasks to ensure team success Work with the team to manage resolution and closing of helpdesk tickets to achieve customer success.
What we're looking for:
Must have skills/experience: Firm understanding of software solution design and architecture, with a strong focus on Microsoft technologies Certification and/or experience in the use of Microsoft technologies such as SQL Server, IIS, SSL, SharePoint, CRM, .Net, AD, XML, JSON, Web Services (Rest/SOAP), MS Word, Excel and PowerPoint, SQL Server Technical skills in HTML, XML, JAVA, Javascript & browser technologies 3-5 years experience in a similar role Excellent consultative, verbal and written communication skills, and attention to detail You are a team player with a natural ability to inspire and lead others.
You are self-motivated and able to work effectively on multiple projects in a very fast-paced environment Technical Bachelor's Degree or relevant experience required Problem solving skills (extensive research and analysis)
Advantageous skills/experience: You should have a basic understanding of SaaS Technologies and how it works.
Knowledge of helpdesk processes and other helpdesk tools such as Salesforce Service Console.
Must be able to understand basic data structures.
Experience with AWS/Azure.
Experience in a Customer facing role with a Cloud/SaaS provider BA/BS degree or equivalent work experience
We look for the following SMART values in everyone we hire at Smart Communications: S peak Openly - We are positive, creative, helpful, kind and we have fun.
We listen and provide constructive feedback.
Through meaningful conversations we encourage each other to be the best that we can be.
M ake a Difference - We focus on the things that matter and prioritize the things that have the greatest impact.
A gile & Flexible - We are focused on evolving, improving and growing.
R esults-Focused - We get stuff done by being efficient, working at pace and paying attention to detail.
T eamwork - We are stronger and better together.
What's the deal?
We will provide you with the tools, equipment and support to give you the best possible chance of success and over-achieving your goals.
Salary will depend on your experience and will be highly competitive.
All our packages include an annual bonus based on the Company's performance, so we are all incentivised to over-achieve
In addition to a friendly, flexible and fun working environment, we provide a range of other benefits, including vision benefits, subsidised gym membership and 20 days holiday allowance.
Located in the heart of the city in both Sydney and Canberra, our offices are a friendly, tight-knit environment that house our APAC Sales, Marketing, Technology, Customer and Corporate teams.
This role has a hybrid setup with occasional work from the office required.
So, if we interest you , please let us know by applying for this position and tell us all about yourself.
Please note: we only consider applicants with current legal right to work in the countries in which our positions are based.
All qualified applicants will receive consideration for employment regardless of colour, religion, sex, national origin, sexual orientation, age, disability, marital status or gender identity.
To learn more about Smart Communications visit: #J-18808-Ljbffr
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