Support Consultant

Coachwood Information Professionals; Australia; Hybrid; AUD 90,000 - 120,000; Full time

Benefits offered by this job

Remote work from home

Job summary

Coachwood Information Professionals is seeking a Technical Customer Support & Business Analyst to join a hybrid role that blends customer-facing duties with technical analysis. You will investigate issues, analyse requirements, and help improve the company’s enterprise applications while supporting releases and testing.

The successful candidate will develop a deep understanding of customers' businesses and translate business needs into practical technical solutions.

Qualifications

• Strong analytical and problem-solving capability.
• Experience supporting enterprise software or complex business applications.
• Strong customer service and stakeholder management skills.
• SQL skills and experience working with relational databases
• Ability to investigate complex application and data issues methodically.
• Business analysis skills, including requirements gathering, process analysis and functional documentation.
• Experience with ticketing or service-management systems such as Zendesk or similar.
• Software testing, defect investigation and release activities.

Responsibilities

• Support, analyse and continuously improve the company's applications.
• Investigate and resolve application issues and analyse business requirements.
• Produce operational and management reporting and support releases and testing.
• Identify workflow improvements and act as a liaison between customers, Support, Product and Development teams.

Skills

Analytical thinking

Customer-facing

SQL

Relational databases

Issue investigation

Business analysis

Requirements gathering

Testing & release

Ticketing

BI reporting

Tools

Zendesk

JasperReports

Jira

Job description

Job Description

Our client is an Australian technology company that has been designing, developing and supporting enterprise software for more than 25 years. Their platforms help large organisations manage complex workflows, service providers, claims, legal matters, employee cases, data and reporting. An opening now exists for a Technical Customer Support & Business Analyst in a hybrid customer-facing and technical role responsible for supporting, analysing and continuously improving the company's applications.

The successful candidate will develop a deep understanding of customers' businesses and the way they use the software. They will investigate and resolve application issues, analyse business requirements, produce operational and management reporting, support releases and testing, identify workflow improvements and act as an important link between customers, Customer Support, Product and Development teams.

This is an ideal role for someone who enjoys solving problems, working directly with customers, understanding how systems and data work, and translating business needs into practical technical solutions.

Skills and Experience of Interest:

• Strong analytical and problem-solving capability.
• Experience supporting enterprise software or complex business applications.
• Strong customer service and stakeholder management skills.
• SQL skills and experience working with relational databases
• Ability to investigate complex application and data issues methodically.
• Business analysis skills, including requirements gathering, process analysis and functional documentation.
• Experience with ticketing or service-management systems such as Zendesk or similar.
• Software testing, defect investigation and release activities.

Highly Desirable:

• Experience with JasperReports / Jaspersoft or similar enterprise reporting tools.
• Experience creating dashboards or business intelligence reporting.
• Understanding of APIs, system integrations and data transfer processes.
• Experience with ETL, data manipulation or controlled data correction.
• Experience with Jira or similar development-management platforms.
• Experience supporting SaaS or enterprise workflow applications.
• Experience with test automation or application monitoring.
• Knowledge of IT service management, incident management and problem management practices.

A full job description is available upon request and the role can be worked remotely from home.