Resolutions Specialist — Customer Care (Hybrid)

Staatliche Toto-Lotto Gmbh Baden-Württemberg; Sydney; On-site; AUD 103,000 - 114,000; Full time

Job summary

RIB in Sydney is seeking a Customer Care Consultant to be the first point of contact for customers using the NSW Planning Portal. You will manage calls, emails and online enquiries in a high-volume environment, delivering accurate information and timely assistance.

You will work with cross‑functional teams to resolve incidents, provide guidance on software usage, and contribute to knowledge management. A strong customer focus and clear communication are essential, along with willingness to learn

Qualifications

• Experience in an external customer-facing support function such as service desk or technical support.
• Tertiary IT degree 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 to RIB clients, ensuring queries are resolved efficiently.
• Handle support calls, tickets, and remote assistance as part of a global team.
• Respond to customer inquiries professionally and promptly.
• Maintain customer relationships through effective communication and follow-up.
• Provide out-of-hours support for critical incidents when required.
• Raise, analyze, and resolve support incidents; diagnose application 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 knowledge base and share best practices with the team.

Skills

Customer support experience

Troubleshooting

Communication skills

Learn new technologies

Education

Tertiary IT degree or certifications

Tools

Windows Server

Azure

Databases

CAD software

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.

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.

• Be the first point of contact for customers in a high‑volume contact centre supporting the NSW Planning Portal
• Temporary full‑time opportunity until 30 June 2027 with possible talent pool creation
• Office location based in Parramatta with flexible working supported
• Salary relative to experience, and ranges from $102,936 to $113,579 + super

Join our Customer Care and Support team in a high‑volume contact centre where priorities can shift quickly and customer demand can be sustained. You will contribute to shaping lives and communities across NSW while building a meaningful career in a collaborative, inclusive and supportive workplace. The role offers varied and impactful work, flexible work options and a team culture that values wellbeing, accountability and consistent service.

The role

As a Customer Care and Support Officer , you will be the first point of contact for customers using the NSW Planning Portal. Working in a high‑volume contact centre, you will manage a steady flow of calls, emails and online enquiries while meeting service standards and maintaining accurate records. You will help customers navigate services, resolve enquiries where possible and connect them with the right information or support.

You will need to remain calm and professional during peak periods and challenging interactions, use sound judgement, and provide clear and accurate advice. Success in this role also requires reliability, attention to detail, comfort working across multiple systems, openness to coaching and change, and a willingness to support team priorities. You will work closely with colleagues across the Department and other government agencies and contribute practical ideas that improve customer service and the way we work.

• A strong customer focus, with the ability to build rapport and deliver positive experiences across a range of customer enquiries.
• Excellent communication and problem‑solving skills, with the ability to explain complex information in a clear and easy‑to‑understand way.
• Strong organisational skills and attention to detail, with the ability to manage competing priorities in a busy environment.
• Confidence using technology and business systems, along with a commitment to learning and continuous improvement.

We are a high‑performing organisation that proudly reflects the communities we serve. Our diversity strengthens our cultural capability and enables us to make a meaningful difference in the lives of people across NSW. As an inclusive and accessible workplace, we value your contribution, lived experience and cultural knowledge, and we want you to feel supported, connected and empowered to succeed. With flexible work arrangements, job share options, workplace adjustments and various employee affinity groups, we are here to help you thrive every day.

We encourage and support applications from people with disability. Please reach out to us to discuss any accommodations or adjustments that may be needed during the recruitment process, ensuring that you have every opportunity to showcase your talent, skills, and potential. Contact the Talent Team via or - HR Support, option 2, DPHI People Advisory, option 1 and reference 'Request an Adjustment - Job Title and Reference Number'.

Please note to be eligible to apply for this position you must be an Australian or New Zealand citizen or permanent resident or hold a valid Australian working Visa for the duration of the appointment.This role is subject to standard pre‑employment checks, including a criminal record check.

Thornleigh Care Automotive Group Pty Limited