Application Software Support Specialist

Knowledgeone Corporation; Noosa Shire; On-site; AUD 65,000 - 85,000; Full time

Job summary

Knowledgeone Corporation seeks an experienced software support specialist to assist customers across AU/NZ/US/UK with installation, troubleshooting and maintenance of our Microsoft-based products.

You will join a team of support professionals delivering timely solutions, improving incident response, and contributing to documentation and knowledge resources. The role is office-based, full-time, with standard working hours and no remote work.

Qualifications

• 2+ years of software support experience, ideally with a software vendor

Responsibilities

• Provide technical support to customers via phone, email and other channels.
• Troubleshoot software and system user issues and propose practical solutions.
• Build strong customer relationships through phone and other contact methods.
• Use incident management system to log and track inquiries and incidents.
• Assist in final testing of new products and updates before release.
• Coordinate with programmers on bugs and fixes and verify resolution.
• Contribute to support documentation, FAQs and internal knowledge resources.
• Assist customers via Teams or other online resources to install products or resolve issues.
• Develop product customisations using SQL stored procedures and triggers.
• Complete and file required paperwork and records.
• Supervise and maintain network administration, backups, updates and user management.

Skills

SQL

RDBMS

Windows OS

Networking

Troubleshooting

Customer service

Team player

Documentation

Communication

Learning agility

Tools

SQL Server

Teams

Incident management system

Job description

Full-time, office based, Monday to Friday. This is not a work-from-home or hybrid position. Applicants should live within a practical daily commuting distance from Noosaville.

Provides customers and end users with product and technical support. Works as part of the team with other support specialists to deliver technical assistance and resolve customer issues.

In this role you will be assisting customers who are primarily located in Australia, NZ, Canada, US and UK in operating, implementing, troubleshooting and maintaining our products in a Microsoft environment.

Key responsibilities

• Provide technical support to K1Corp's customers via Phone, email and other support channels. Troubleshoots software, system user issues and identifies practical solutions.
• Follows procedures for responding to customer inquiries.
• Develop excellent customer relationships through phone and other contact
• Ensures the incident management system is used to manage and track inquiries, and incidents are logged accordingly.
• Assists in final testing of new products and updates before they go out to customers.
• Communicates with programmers regarding bugs and follows-up to make sure fixes are received and tested.
• Contributes to support documentation, FAQS and internal knowledge resources.
• Work with customers through Teams or other online resources to install products or work on resolving any technical issues.
• Develop product customisations using SQL stored procedures and triggers
• Completes, maintains, processes and files pertinent paperwork and records.
• Supervises and maintains network administration. Includes backups, software updates, troubleshooting, adding new users, deleting old ones, housekeeping and maintenance.

About you

• At least 2+ years of experience providing software support, working for a software vendor, preferably in the Enterprise content Management arena.
• Strong understanding of RDBMS, including the ability to write SQL statements
• Broad knowledge of Windows operating systems (server and workstation) and networking
• Excellent troubleshooting skills through broad exposure to a variety IT systems and environments
• A demonstrated ability to quicklylearnanduse new software and technology
• Self-motivation and honesty
• A drive for continuous self-paced learning
• Be a team player who is willing to get involved
• Ability to read and interpret documents such as operating and maintenance instructions, and procedure manuals.
• Ability to write routine reports and correspondence.
• Ability to communicate technical concepts to non-technical users.
• Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.
• A passion for delivering exceptional customer service and driving customer satisfaction.

About us

Knowledgeone Corporation develops leading edge, innovative software solutions for information management applications, including electronic document and records management, imaging, workflow, asset management, HR management, contract management and CRM.