Technical Support Representative

Technical Support Representative Direct message the job poster from Reckon Purpose Reckon is one of Australia’s leading brands. Over 600,000 businesses and 6,000 accountants have used our software. This is a great opportunity to be involved with a dynamic ASX listed company with a very exciting, big future ahead of it. As a Technical Support Representative your role is to support enquiries related to our suite of business products reported by Reckon Accredited and Professional Partners, educational institutions and resellers and to act as an escalation point for our first level team. You would be supporting professionals such as bookkeepers, accountants, consultants, I.T. professionals and tax agents. The key requirement of this role is to identify and resolve technical issues, provide implementation assistance, workarounds and solutions. Responsibilities Resolve customer issues by telephone, email and live chat. This includes software installation, configuration and troubleshooting of Reckon software products Reproducing and replicating customer’s problems to understand the situation. Provide solutions and known workarounds Taking ownership of a case from its inception until it’s closure. Escalating and logging calls to a team leader when necessary. Present web-based demonstrations on Reckon software range to our Accredited & Professional Partners. Represent Reckon and conduct technical presentations as required. Undertake scheduled and self-paced learning of products to work in the capacity of a product SME. Serve as an internal escalation point for all Reckon employees for the Reckon Business Groups product range. Monitor and assist our sales team and first level teams with technical queries via Slack. Content creation as directed for all support channels (e.g. Knowledge Articles, how-to videos etc). Ongoing development of department policies and processes. Required Competencies and Experience Hardware support knowledge. I.T. Diploma in helpdesk/network support or software analysis, or similar. Passion for helping customers resolve their issues. Proven experience in a customer service role(s). Technical support skills. Knowledge of all Microsoft Operating Systems including Office, Word, Excel and PowerPoint. Flexible person who grasps concepts easily and learns quickly. Excellent verbal and written communication skills. A patient and professional attitude. Willingness to learn and grow with the team. Strong sense of team with a focus on overall team success. Willingness to go the “extra mile” to ensure an excellent outcome for all customers. Well-being activities throughout the year from painting classes to gold class cinema days to R U OK initiatives. Free counselling services through our Employee Assistance Program. We will provide you the equipment you need to do your best work, including a computer, external display etc. Recognition tool open to all employees to nominate great work. Paid parental and paid study leave. Social committee running events all year round and social clubs to bond with people with similar interests. Coaching and mentoring program to excel your career. Life leave - additional day off per year. 2 days working from home. Do what you love. Love what you do. Creating the best place to work We work hard, but have fun whilst we do it. We put people first, celebrate diversity, drive inclusion and build everything on trust. We also know that Reckon probably won’t be your final career destination. We want to help you get to the next stop because we ensure our culture creates and fosters exceptional people. Caring for the wellbeing of our employees is the most important part of our culture. Our ongoing and open communication lines also includes regularly checking in with our employees see how all our employees are feeling, and how we are tracking as a business so that we can make the necessary changes or improvements we can. With the wellbeing and career development of our employees front and center of the company’s strategy. We look forward to working with you Seniority level Entry level Employment type Full-time Job function Information Technology and Customer Service Industries Software Development #J-18808-Ljbffr