In this role, you will be responsible for managing inbound call queues, responding to customer inquiries promptly and courteously. Additionally, you will utilise our in-house ticketing systems to document and track customer interactions, ensuring accurate and comprehensive records of support incidents. By leveraging your technical acumen and problem-solving abilities, you will proactively address customer concerns, escalating issues when necessary to relevant teams or departments.
You will play a pivotal role in maintaining the highest standards of customer satisfaction. Your expertise and knowledge will be crucial in troubleshooting complex technical problems, identifying root causes, and delivering effective solutions. By demonstrating excellent communication skills and a customer-centric approach, you will build strong relationships with our clients and ensure their needs are met with utmost professionalism and efficiency.
• Review, moderate, respond and close new and existing helpdesk tickets and escalate any tickets that are not closed within a reasonable timeframe for applications Univerus Assets (asset management) and Univerus Field (mobility).
• Define the support scope, goals, and deliverables for the asset management and field services software solutions in collaboration with senior management and stakeholders.
• Effectively communicate support expectations to team members and stakeholders in a timely and clear manner.
• Collaborate with software developers, project managers, and other stakeholders to gather and document system requirements.
• Liaise with stakeholders on an ongoing basis to understand their needs and address any concerns or issues related to the software solutions.
• Plan and schedule support activities, including software updates, bug fixes, and user support, using appropriate tools.
• Analyze support metrics and reports to identify areas for improvement and troubleshoot problem areas.
• Define success criteria for support activities and ensure they are communicated to involved parties throughout the software lifecycle.
• Develop best practices and tools for asset management and field services software support and maintenance.
• Stay up-to-date with industry trends, best practices, and emerging technologies to provide recommendations on software and system improvements.
• Develop and manage Knowledge Base content for Univerus LMS.
Formal Education & Certification
• University degree or college diploma in computer science, information technology, or a related field.
• Certifications in asset management, field services software, or relevant project management certifications are desirable.
Knowledge & Experience
• 3-5 years of direct work experience in software support or a related role, with a focus on asset management and field services software.
• Strong familiarity with asset management and field services software solutions is desirable.
• High level of knowledge in Office products such as Excel, Word, MS Teams and Outlook.
• Competent and proficient (including Microsoft and Apple iOS Operating Systems) is compulsory.
• Previous customer service / support desk experience.
• Technically competent with Windows Networking, TCP/IP and firewalls.
• Knowledge and understanding of Microsoft IIS, SQL Server, SQL Server Management Studio.
• Knowledge of ARC Pro, MapInfo or QGIS applications is desirable.
• Experience with software development tools, such as Git, GitHub, JIRA and Azure DevOps.
• Familiarity with programming languages, such as .NET, ASP and PHP.
• Familiarity with cloud computing platforms, such as AWS or Azure.
• Knowledge of software security best practices.
• Experience working both independently and, in a team-oriented, collaborative environment is essential.
• Adaptable to shifting priorities, demands, and timelines through analytical and problem-solving capabilities.
• Responds to adjustments and alterations in support activities promptly and efficiently.
• Flexible during times of change.
• Ability to understand and communicate effectively with team members and stakeholders from various disciplines.
• Competitive salary and benefits package.
• Opportunity for professional growth and development.
• Collaborative and supportive work environment.
• Flexible work schedule and remote work options.