Software Support Professional

SOFTWARE SUPPORT PROFESSIONAL 

Gold Coast QLD 
Help Desk & IT Support (Information & Communication Technology) 
Full time  
 

WHO WE ARE 

We are a long-established legal software company that is part of a global legal software development group. Our proprietary software is a highly specialised, market-leading legal, migration, and accounting application that serves thousands of users in a range of businesses, from sole practitioners to Big 4 professional services firms and law firms.  

THE ROLE 

You will join our growing team of first-level support contact for customers, providing support via phone, remote connection and email.  Your role includes answering "how to" questions and providing assistance with technical issues as well as installing and configuring the software on client computers.  You will maintain a strong customer service focus at all times. 

WHY WE SHOULD PICK YOU

We only want the best! Our software runs our customer’s businesses. It is critical infrastructure for them to operate. We take that very seriously, therefore, our support service is a core pillar of our business. It is considered the best in our industry, and a major reason for our success and user loyalty. We have thousands of users who depend on us. Many have been with us for years and know our support team members by name and have built strong relationships with them. 

Our existing team is incredibly passionate and patient, yet quick to isolate a problem and solve it, so our customers can get on with business. They do not see themselves as a help desk of robots repeating technical instructions and user guides.

If you are passionate, driven and a born problem solver, we want you.

If you live to help people, we want you.

If you can create a natural rapport with customers and build trust quickly, we want you.

YOUR PROFILE WILL DEMONSTRATE: 

• Strong background in a customer-focused role and desire to assist customers using your experience in a technical field. 
• Excellent command of the English language in order to provide effective phone, desk-side, and email support. 
• Sound skills in problem-solving / conflict resolution. 
• Good work habits, self-motivation, and ability to organise your own work priorities to meet deadlines. 
• Ability to work as part of a team. 
• Ability to learn every aspect of our software. 
• Excellent time management skills and attention to detail. 

EXPERIENCE 

• Work experience within a customer service-orientated role that has given you insight into the inherent qualities of superior customer care and delivery. 
• Proven ability in a SOFTWARE SUPPORT role. 
• Be passionate about helping others and using your initiative to think outside the square to solve customer challenges. 
• Competency with Microsoft Office is essential. 
• Possess strong English skills - both oral and written with particular emphasis on spelling and grammar.  Shortlisted applicants will be requested to attend an interview - during which they will be required to answer a short written test for the purpose of demonstrating written English skills. 
• Be a true team player and possess a sense of fun, drive and passion about your work. 
• Familiarity with the migration industry would be an advantage. 
• Familiarity with cloud storage would be an advantage. 

To Apply for the Position

Please send your resume and a covering letter to *******@migrationmanager.com.au. 

Your covering letter must include the following requirements.