Product Support Coordinator

Fortescue is both a proud West Australian company and a global green solutions business. We are recognised for our culture, innovation and industry-leading development of infrastructure, mining assets and green energy initiatives.

Work Location: Fortescue Centre

• Fortescue's Perth office is located on the traditional lands of the Whadjuk Noongar people.

Roster: Monday to Friday

The Support Coordinator - Automation will work within a development team consisting of front-end, back-end and full-stack developers. They lead and oversee a squad that is focussed on both the resolution of customer issues and the enablement of the rest of the offboard development squads to build a successful product through the creation of features that require a broad range of skills and domain knowledge which does not fit within a feature focused team.

The Support Coordinator plays a crucial role in maintaining customer satisfaction, ensuring prompt issue resolution, and contributing to the overall success of the software product. Effective communication, leadership skills, and a deep understanding of the product are essential for success in this role.

• Coordinate the resolution of customer issues and inquiries.
• Work closely with developers, QA, architecture and other teams to address and resolve technical problems.
• Prioritise and assign support tickets based on urgency and impact.
• Communicate with customers to gather additional information about reported issues.
• Provide timely updates to customers regarding the status of their reported problems.
• Ensure a high level of customer satisfaction through effective communication.
• Work with Technical Lead to identify and address issues with the application before they are raised by customers.
• Maintain and update knowledge base articles for common issues and solutions, while documenting and tracking customer-reported problems, resolutions, and workarounds.
• Identify areas for process improvement within the support workflow and implement/optimize processes to enhance efficiency and effectiveness.
• Provide training and mentorship to support team members.
• Handle escalated customer issues that require senior-level attention.
• Collaborate with other departments to ensure timely resolution of escalated problems.

• Deep understanding of software engineering principles and methodologies.
• Experience with various software development tools and technologies.
• Experience providing leadership and mentoring to developers.
• Strong analytical and problem-solving skills.
• Excellent communication and collaboration skills.
• Experience managing and leading teams.
• Ability to track and measure performance.
• Ability to prioritise and manage multiple deadlines.
• Time management and organisational skills.

Fortescue is deeply committed to providing a safe culture that builds respect, fosters inclusiveness, and values diversity. We celebrate individual strengths and team members from all backgrounds are encouraged to bring their whole selves to work. Our global workforce drives and promotes an inclusive culture, both within our organisation and throughout the communities we interact with across the world. Diverse backgrounds include First Nations Peoples, people with differing abilities, LGBTIQ+ community, gender, neurodiverse, cultural diversity, all age groups, and those with an intersectional or multiple diverse characteristics. We encourage candidates from all backgrounds to apply.

https://fortescue.com/careers

Internal Candidates / Current Contractors please apply via Success Factors Careers Portal. For further information on how to apply please visit the Fortescue Hub.

Fortescue reserves the right to close applications early should a suitable pool of candidates be identified. Fortescue will never contact you to ask for payment of any kind, whether directly or through a third party.