Client Support Specialist

Brightly Software; City of Melbourne; On-site; AUD 70,000 - 95,000; Full time

Job summary

Siemens Asset Management Software is seeking a Client Support Specialist to join the APAC team in Melbourne. You will act as the link between clients and Product Development, handling complex support cases while contributing to knowledge base improvements.

The role emphasizes proactive issue resolution, strong communication, and collaboration with internal teams in a fast-paced SaaS environment. Experience with EAM and cloud products is highly valued.

Qualifications

• Demonstrated experience handling enterprise software support.
• Ability to troubleshoot complex software issues and document solutions.
• Strong written and verbal communication and customer relationship skills.
• Experience with SaaS environments and cloud-based applications preferred.

Responsibilities

• Handle and coordinate incoming support tickets within the APAC Siemens Asset Management Software Support environment.
• Act as the first line of assistance for customers and provide timely guidance.
• Coordinate with internal stakeholders and development teams on ongoing queries and bugs.
• Develop and maintain product release notes and support documentation for the knowledge base.

Skills

Troubleshooting

Documentation

Communication

Analytical skills

Time management

Autonomy

Collaboration

Customer focus

Relationship building

Education

Tertiary IT degree or related

Tools

Salesforce

Job description

Who We Are

Build a brighter future while learning and growing with a Siemens company at the intersection of technology, community and sustainability. Our global team of innovators is always looking to create meaningful solutions to some of the toughest challenges facing our world. Find out how far your passion can take you.

About The Role

The Client Support team forms part of the Operations, Services, and Support (OSS) organisation that includes the Support and Services teams in the APAC region. Siemens Asset Management Software is seeking a new member to join the APAC team. As an integral member of the Client Support team, the successful candidate will contribute to the overall success of the support function. The Client Support Specialist is the link between clients and the Product Development and Professional Services teams. As Siemens Asset Management Software continues to accelerate its development into the cloud, the Client Support Specialist forms a crucial link to assist clients with complex issues, handles support cases by answering enquiries and identifying issues, and contributes to issue resolution to ensure an enhanced customer experience. Additionally, this role includes bug ticket creation and review, backlog refinement participation, and technical writing contributing to the creation of the already extensive product knowledge base. The ideal candidate is someone who has Enterprise Asset Management (EAM) experience or exposure, is highly motivated and driven with a passion for state of the art technology, and possesses well developed problem-solving skills, attention to detail and outstanding written and verbal communication skills. The Client Support Specialist is highly proactive in terms of taking the initiative to ensure that issues are resolved in a timely and efficient manner. This role requires a systematic, organized and structured approach to the delivery of support services. The Client Support team interfaces directly with Product Development teams and the candidate will be required to develop a detailed knowledge of Brightly’s products and of the software development process including the Agile Scrum methodology. This is an excellent opportunity for someone early in their Client Support career who is passionate about technology, enjoys building relationships, and wants to develop their support skills in a fast-paced SaaS environment.

What You Will Be Doing

• Work within the Siemens Asset Management Software Support environment to handle and coordinate incoming support tickets.
• Interface with customers and act as the first line of support to provide them with assistance.
• Coordinate support with internal stakeholders and teams who are assisting with support queries.
• Assist and contribute to the development process and actively manage support cases that are linked to ongoing development.
• Gain familiarity with the suite of cloud products and gain an understanding of the SaaS business model.
• Gain an understanding of the asset management industry to better resolve support queries.
• Manage service requests, resolve technical issues using well-developed investigative and analytical problem-solving skills.
• Develop a detailed understanding of Siemens products and contribute company-wide.
• Create and review support documentation and product release information to ensure accuracy and completeness.

What You Need

• Demonstrable experience working with Salesforce or similar support platforms.
• Ability to troubleshoot software issues and perform issue resolution.
• Ability to work under pressure and with tight deadlines.
• Well-developed documentation skills.
• Well-developed communication skills both written and verbal.
• Strong analytical and problem-solving skills.
• Ability to form strong relationships with internal stakeholders, customers and represent the company professionally.
• Strong time management and prioritisation skills.
• Ability to work autonomously and collaboratively in a team environment.
• Strong desire to foster and encourage a positive client experience with all interactions.

What Makes You Stand Out

• Excellent verbal and written communication skills.
• Strong attention to detail.
• Ability to consult and resolve problems.
• Ability to listen, interpret and put into action.
• Reliable and motivated to enhance the customer experience.
• Knowledge of Agile Scrum methodology and processes.
• Enterprise Asset Management Software experience or exposure.
• 3+ years’ experience providing customer software support.
• Experience in supporting cutting-edge cloud-based software applications.
• Experience in supporting desktop software applications.
• A relevant tertiary qualification in Information Technology or Software Development disciplines, or equivalent experience.

The Siemens Culture

We’re guided by a vision of community that serves the ambitions and wellbeing of all people, and our professional communities are no exception. We model that ideal every day by being supportive, collaborative partners to one another, conscientiously making space for our colleagues to grow and thrive. Our passionate team is driven to create a future where smarter infrastructure protects the environments that shape and connect us all. That brighter future starts with us.

Please note, a Police Check and Proof of Right to Work in Australia, will be required for the successful candidate.

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