Support Consultant

Coachwood Information Professionals; City of Melbourne; Hybrid; AUD 80,000 - 110,000; Full time

Benefits offered by this job

Remote work from home

Job summary

Coachwood Information Professionals seeks a Technical Customer Support & Business Analyst to join a hybrid, customer-facing and technical role. You will analyse customer needs, investigate issues, and produce operational reporting while supporting releases and testing.

You will bridge Customer Support with Product and Development to drive workflow improvements. The role suits someone who enjoys solving problems, working with customers, and translating business needs into practical technical

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

• Develop a deep understanding of customers’ businesses and how they use the software.
• 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 link between customers, Support, Product and Development.

Skills

Analytical skills

Enterprise software support

Customer service

SQL skills

Business analysis

Ticketing systems

Software testing

Release management

IT service management

APIs

Tools

Jira

Zendesk

Jaspersoft

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.