Support Analyst - AppBuilder

TechnologyOne; Brisbane; On-site; AUD 70,000 - 95,000; Full time

Benefits offered by this job

Competitive remuneration package

Employee share plan

Salary packaging options

10 days additional leave via Purchase-

Amazing Culture: award-winningEmployer

Flexible hours

Free gym membership

Volunteer leave

Free breakfast and coffee

LinkedIn Learning access

Clear career framework

Job summary

TechnologyOne is seeking a Support Analyst to join our Brisbane-based team, focusing on App Builder customers. You will be the primary contact after onboarding, resolving BPA-related issues and understanding customer use cases to provide effective solutions.

You will create knowledge base articles and support automation that enhances workflow efficiency. Join a team dedicated to delivering world-class software support, leveraging SQL and data-driven processes to improve customer outcomes and

Qualifications

• Experience in customer support for enterprise software.
• Ability to troubleshoot and resolve complex issues.
• Ability to author knowledge base articles and self-service content.

Responsibilities

• Be the primary contact for BPA App Builder customers post onboarding.
• Own and resolve BPA-related issues in a timely manner.
• Understand customer use cases and provide alternate solutions.
• Create knowledge base articles to improve first-call resolution.
• Deliver compelling customer experiences in every interaction.
• Work with SQL to retrieve data and automate workflows.
• Assist in designing business processes leveraging enterprise data.

Skills

SQL

Form design

Integration scripting

Troubleshooting

Knowledge base creation

Customer-centric service

Job description

At TechnologyOne we are focused on delivering customer-driven, innovative ERP software that transforms our customers' business and makes their lives simple. TechnologyOne is an industry leader in culture, leadership, and strategy. We are recognised as an Employer of Choice, and for innovative learning and onboarding solutions. Our aim is to attract passionate, capable, and innovative people. Does this sound like you?

We're looking for a Support Analyst to join our Brisbane-based team and focus on our App Builder customers. TechnologyOne BPA (App Builder) consists of Business Processes, Web Services, Forms, Checklists, Interactions & Correspondence, Simple Registers, and Configuration Wizard (just to name a few), which are integral to the CiA enterprise suite. The team supports world class software and application integrations that enable automation of manual and recurring processes and tasks for our customers, resulting in streamlined processes, increased productivity and reduced costs.

What you'll be doing…

• As a Support Analyst (BPA - App Builder), you will be the primary contact for our customers to ensure a great experience post product onboarding.
  
• Owning and resolving assigned BPA related customer issues and questions in a timely manner.
  
• Understanding customer use cases, perform troubleshooting, and provide alternate solutions to customer issues.
  
• Creating knowledge base articles improve first call resolution and help customers self-serve.
  
• Providing a compelling customer experience on every customer interaction to make our customers feel valued and important.
  
• SQL knowledge.
  
• Experienced in form creation, scripting for service integration and data retrieval, and designing business processes that leverage enterprise-wide data for enhanced workflow automation.
  
• Customer centric - as a customer service professional you have a passion to deliver a compelling customer experience at every interaction. You thrive on taking a solution-based approach when analysing and resolving complex customer issues.
  
• An inquisitive mind that loves to solve puzzles!
  
• Someone who loves dealing with people and is committed to providing an outstanding customer experience.

Why Join us?

TechnologyOne is proud to be an Equal Opportunity Employer who values diversity and an inclusive workplace. We aim to recruit a diverse range of people with a diverse range of talents to help us deliver on our mission to better our community. Our core values and culture unleash the boundless potential of creativity, innovation and the entrepreneurial spirit within our people. When you experience Life at TechnologyOne you'll see that our team enjoys an extensive array of benefits, including foundation charity activities, which all cultivate a vibrant workplace our people are very proud to be involved with.

• Competitive remuneration package
  
• Access to our industry leading employee share plan
  
• Salary packaging options
  
• Up to 10 days of additional leave via our Purchase Leave program
  
• Amazing Culture: 8 x Australian Business Awards "Employer of Choice" winner
  
• We love our team events & celebrate diversity
  
• Flexible hours: we are family-friendly and value life outside of work
  
• Free gym membership in your region (or, if you are located at HQ, we have a new state of the art Gym onsite, exclusive and available 24/7).
  
• Additional 2.5 days of leave per year dedicated to volunteering at a charity of your choice
  
• Free breakfast and coffee on-site
  
• Accelerate your growth with full access to LinkedIn Learning and a clear career framework that maps your path to success.
  

Who we are…

At TechnologyOne (ASX: TNE), we're more than Australia's largest top 50 ASX enterprise SaaS company; we're a team driven by purpose! Our global SaaS ERP solution powers over 1,300 leading organisations, including government, education, health, and financial services. We take full responsibility for delivering outcomes - reducing time, cost, and risk; therefore, our customers can focus on what matters most.

For over 38 years, we've been helping communities and organisations thrive by making life simple through innovative technology. Ready to make a real difference? Join us and help shape the future of enterprise technology while building a career that matters.