Customer Care Consultant (Tech Support, Customer Support)

RIB Software AG; Sydney; On-site; AUD 70,000 - 98,000; Full time

Job summary

RIB is seeking a Customer Care Consultant (Tech Support, Customer Support) in Sydney to deliver exceptional technical assistance to customers and collaborate with Customer Success and Development teams. The role emphasizes resolving incidents, guiding users on software functionality, and maintaining high service levels.

You will work within a global team, providing remote support when needed, handling incidents, and contributing to knowledge management.

Qualifications

• Experience in an external customer-facing support function such as service desk or helpdesk.
• Tertiary degree in IT or equivalent professional certifications.
• Australian Citizenship required due to defense clearance requirements.
• Customer-focused with excellent communication skills.
• Strong troubleshooting and problem-solving abilities.
• Ability to explain technical issues to both technical and non-technical audiences.
• Willingness to learn new technologies.
• Basic networking concepts.
• Basic Windows Server and desktop administration knowledge.
• General computer hardware knowledge.
• TCP/IP fundamentals.
• Experience supporting SaaS software products.
• Experience with CAD/construction document management software or project controls management.
• Knowledge of cloud platforms, particularly Microsoft Azure.
• Knowledge of databases.
• Experience in construction, engineering, or infrastructure industries.
• Experience supporting enterprise software applications.

Responsibilities

• Provide exceptional technical customer support to RIB clients, meeting expectations and resolving queries efficiently.
• Handle support phone calls and tickets as part of a global team, including remote assistance.
• Respond to customer inquiries in a professional, 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 per procedures.
• Collaborate with development for issues needing product input.
• Assist with testing and validation of bug fixes and software releases.
• Update and maintain knowledge base articles and documentation.
• Share knowledge and best practices with team members.
• Contribute to process improvements for better customer outcomes.

Skills

Customer support

Troubleshooting

Communication skills

Problem solving

Willingness to learn

Team collaboration

SaaS knowledge

Education

Tertiary IT degree

Professional certifications

Tools

Windows Server

Azure

Databases

CAD software

Networking basics

Ticketing systems

Job description

Customer Care Consultant (Tech Support, Customer Support)

Driven by transformative digital technologies and trends, we are RIB and we’ve made it our purpose to propel the industry forward and make engineering and construction more efficient and sustainable. Built on deep industry expertise and best practice, and with our people at the heart of everything we do, we deliver the world's leading end-to-end lifecycle solutions that empower our industry to build better.

With a steadfast commitment to innovation and a keen eye on the future, RIB comprises over 2,500 talented individuals who extend our software’s reach to over 100 countries worldwide. We are experienced experts and professionals from different cultures and backgrounds and we collaborate closely to provide transformative software products, innovative thinking and professional services to our global market. Our strong teams across the globe enable sustainable product investment and enhancements, to keep our clients at the cutting-edge of engineering, infrastructure and construction technology.

We know our people are our success – join us to be part of a global force that uses innovation to enhance the way the world builds.

Find out more at RIB Careers.

Job Title: Customer Care Consultant (Tech Support, Customer Support)

Location: Sydney

Employment Type: full-time

The Customer Care Consultant 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

Customer Support

• Provide exceptional technical customer support services to RIB clients, meeting customer expectations, and ensuring queries are resolved efficiently and effectively.
• As part of a global team, 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.

Incident and Problem Resolution

• 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.
• Assist with testing and validation of bug fixes and software releases where required.

Knowledge Management

• Update and maintain support for documentation and knowledge base articles.
• Share knowledge and best practices with team members.
• Contribute to continuous improvement of support processes and customer outcomes.

Requirements

• 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.
• Willingness to learn new technologies
• Basic computer networking concepts
• Basic understanding of Windows Server and desktop administration
• General computer hardware
• TCP/IP networking fundamentals
• Experience supporting SaaS software products
• Experience in CAD, construction document management software or construction project document controls/management
• Knowledge of cloud platforms, particularly Microsoft Azure.
• Knowledge of databases.
• Experience within the construction, engineering, or infrastructure industry.
• Experience supporting enterprise software applications.

RIB may require all successful applicants to undergo and pass a comprehensive background check before they start employment. Background checks will be conducted in accordance with local laws and may, subject to those laws, include proof of educational attainment, employment history verification, proof of work authorization, criminal records, identity verification, credit check. Certain positions dealing with sensitive and/or third party personal data may involve additional background check criteria.

RIB is an Equal Opportunity Employer. We are committed to being an exemplary employer with an inclusive culture, developing a workplace environment where all our employees are treated with dignity and respect. We value diversity and the expertise that people from different backgrounds bring to our business.

Come and join RIB to create the transformative technology that enables our customers to build a better world.