Application Support Consultant

RIB Software AG; Sydney; On-site; AUD 50,000 - 70,000; Full time

Job summary

RIB Software AG seeks a Customer Care Consultant to deliver high-quality technical customer support to clients in Australia. You will resolve incidents, guide users through software functions, and collaborate with Success and Development teams for positive outcomes.

This role requires exceptional communication, strong troubleshooting, and the ability to explain technical issues to non-technical audiences, with potential for out-of-hours support for critical incidents.

Qualifications

• Experience in an external customer-facing support function, such as a service desk, customer helpdesk, or technical support environment.
• Tertiary degree in IT or equivalent professional certifications.
• Australian Citizenship required due to defense clearance requirements.
• Customer focused, with a positive attitude and high standards of customer service.
• Excellent communication skills, both written and verbal.
• Strong troubleshooting, analytical, and problem-solving skills.
• Ability to understand and communicate technical issues to both technical and non-technical audiences.

Responsibilities

• Provide exceptional technical customer support services to RIB clients, meeting customer expectations, and ensuring queries are resolved efficiently and effectively.
• Provide technical support services including handling support phone calls and tickets, and performing remote software assistance where required.
• Respond to customer enquiries in a professional and timely manner.
• Maintain strong customer relationships through effective communication and follow-up.
• Provide out-of-hours support for critical incidents when required.
• Raise, analyze, track, and resolve support incidents for customers.
• Help customers use RIB applications and assist with resolving technical problems.
• Diagnose and troubleshoot application, licensing and configuration issues.
• Record investigation findings and document solutions in accordance with support procedures.
• Work with the software development team on problems requiring developer input.

Skills

Customer-focused

Excellent communication

Troubleshooting

Problem-solving

Technical comprehension

Education

Tertiary IT degree or certifications

Job description

The role(internally called Customer Care Consultant in RIB) is responsible for providing exceptional technical customer support services to RIB customers. Acting as a primary point of contact, the role focuses on resolving customer incidents, assisting users with software functionality, providing technical guidance, and ensuring customer expectations are met through timely and effective service delivery. The role works closely with Customer Success and Development teams to deliver positive customer outcomes.

Key responsibilities

Provide exceptional technical customer support services to RIB clients, meeting customer expectations, and ensuring queries are resolved efficiently and effectively.

Provide technical support services including handling support phone calls and tickets, and performing remote software assistance where required.

Respond to customer enquiries in a professional and timely manner.

Maintain strong customer relationships through effective communication and follow-up.

Provide out-of-hours support for critical incidents when required.

Raise, analyze, track, and resolve support incidents for customers.

Help customers use RIB applications and assist with resolving technical problems.

Diagnose and troubleshoot application, licensing and configuration issues.

Record investigation findings and document solutions in accordance with support procedures.

Work with the software development team on problems requiring developer input.

About you

Experience in an external customer-facing support function, such as a service desk, customer helpdesk, or technical support environment.

Tertiary degree in IT or equivalent professional certifications.

Australian Citizenship required due to defense clearance requirements.

Customer focused, with a positive attitude and high standards of customer service.

Excellent communication skills, both written and verbal.

Strong troubleshooting, analytical, and problem-solving skills.

Ability to understand and communicate technical issues to both technical and non-technical audiences.