Customer Technical & Support Specialist

MTYU - Stones Corner; City of Brisbane; On-site; AUD 60,000 - 85,000; Full time

Job summary

Redicase, part of Redbourne Business Services, seeks a Customer Technical & Support Specialist to join the RediCase team in Chermside. This role blends software support, data analysis, testing and customer assistance to maximise user outcomes with RediCase workflows.

You will handle first/second-level support via phone and email, troubleshoot issues for non-technical users, and design reports within the case management system. Collaboration with Analysts, Testers and Developers is required.

Qualifications

• Providing first and second-level software support via phone and email.
• Troubleshooting system issues and guiding non-technical users.
• Completing data analysis, reporting and quality assurance.
• Designing reports, forms and pages within the case management system.
• Monitoring and triaging software support requests.
• Identifying bugs and opportunities for system improvements.
• Testing new features and software changes.
• Working with Business Analysts, Testers and Developers on product improvements.

Responsibilities

• Provide first and second-level software support via phone and email.
• Troubleshoot system issues and guide non-technical users.
• Perform data analysis, reporting and quality assurance tasks.
• Design and modify reports, forms and pages in the case management system.
• Monitor and triage software support requests.
• Identify bugs and suggest system improvements.
• Test new features and software changes.
• Collaborate with Business Analysts, Testers and Developers on product improvements.

Skills

Software support

Data analysis

Troubleshooting

Reporting

Customer communication

Tools

RediCase

Case management software

Job description

Job Type: Contract position | Full time position

Job Description

Redicase, part of Redbourne Business Services, provides specialised case management software to organisations across the health and community services sector. We are seeking a Customer Technical & Support Specialist to join the RediCase team in Chermside. This varied role combines software support, data analysis, testing and customer assistance, helping users get the most from RediCase systems and workflows.

What you'll be doing

• Providing first and second-level software support via phone and email
• Troubleshooting system issues and guiding non-technical users
• Completing data analysis, reporting and quality assurance
• Designing reports, forms and pages within the case management system
• Monitoring and triaging software support requests
• Identifying bugs and opportunities for system improvements
• Testing new features and software changes
• Working with Business Analysts, Testers and Developers on product improvements