Tech Support & Customer Care Specialist

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

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