Global SaaS Tech Support Consultant for Construction

RIB Software AG; Sydney; On-site; AUD 70,000 - 90,000; Full time

Job summary

RIB is seeking a Customer Care Consultant (Tech Support, Customer Support) in Sydney to provide exceptional technical customer support, act as the primary contact, resolve incidents, assist users with software functionality, and ensure timely and effective service delivery.

The role works closely with Customer Success and Development teams to deliver positive customer outcomes, handling calls, tickets, and remote assistance as part of a global team.

Qualifications

• Experience in an external customer-facing support function.
• 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
• 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.

Responsibilities

• 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.
• 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.
• 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.

Skills

Customer-focused

Excellent communication

Troubleshooting

Analytical thinking

Problem solving

Learning new technologies

SaaS experience

Networking basics

Education

Tertiary IT degree or equivalent certifications

Tools

Windows Server

Azure

Databases

CAD software

Job description

RIB is seeking a Customer Care Consultant (Tech Support, Customer Support) in Sydney to provide exceptional technical customer support, act as the primary contact, resolve incidents, assist users with software functionality, and ensure timely and effective service delivery.

The role works closely with Customer Success and Development teams to deliver positive customer outcomes, handling calls, tickets, and remote assistance as part of a global team.