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SalaryTrustQuay is currently hiring a Support Consultant to join our Support team based in our Sydney office in Pitt Street. The role will come with a competitive salary plus excellent benefits including 20 days holiday, bonus, pension plus more.
Primary Responsibilities:
- Responsible for the investigation of issues logged by customers and recommending resolution options
- Liaise with the customer via telephone and desktop sharing to aid the investigation of issues
- Work with customers to review & progress open customer issues when required.
- Manage and maintain the accuracy and status of tickets logged in our centralised service desk
- Enforce commercial procedures to capture and bill for work done outside of maintenance scope
- Assist customers with the upgrade of their product to the latest version
- Self-manage personal workload of issues balanced against customer service level agreements, timelines and business impact
- Document detailed recreation steps and provide additional relevant information including business impact
- Undertake QA for customer issues that are subsequently resolved via a coding change
- Participation in on call / shift arrangements as required
- Exceed expectations throughout all customer interactions and help to grow overall satisfaction among our customer-base
The ideal candidate will have the following experience:
- 5+ years' experience of providing customer service and/or application support for large enterprise scale software solutions, either internally within the business or as a software vendor
- Excellent customer service skills. Able to confidently lead conversations, demonstrate empathy, set appropriate expectations, and handle workload with the needs of the customer in mind.
- Excellent problem-solving skills, including attention to detail, a pragmatic approach and the ability to identify multiple options and recommend preferred solutions.
- Excellent and confident interpersonal and communication skills (both written and oral) to enable effective management of customer expectations in a professional, methodical and mature manner.
- Strong Technical background
- Hands on experience with Microsoft Dynamics 365 Business Central or similar preferred
- Database knowledge (SQL Server preferred) and ability to write basic adhoc SQL scripts for investigation an advantage
- The ideal candidate will also have some practical Financial Services industry experience, with emphasis on a working knowledge of bookkeeping & accounting, trust & company administration, fund administration, investment administration, market settlement, or banking
