Technical Customer Care Consultant (SaaS & CAD)

RIB Software AG

Sydney

On-site

AUD 70,000 - 98,000

Full time

6 days ago

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Job summary

RIB is seeking a Customer Care Consultant (Tech Support, Customer Support) in Sydney to deliver exceptional technical assistance to customers and collaborate with Customer Success and Development teams. The role emphasizes resolving incidents, guiding users on software functionality, and maintaining high service levels.

You will work within a global team, providing remote support when needed, handling incidents, and contributing to knowledge management.

Qualifications

Experience in an external customer-facing support function such as service desk or helpdesk.
Tertiary degree in IT or equivalent professional certifications.
Australian Citizenship required due to defense clearance requirements.
Customer-focused with excellent communication skills.
Strong troubleshooting and problem-solving abilities.
Ability to explain technical issues to both technical and non-technical audiences.
Willingness to learn new technologies.
Basic networking concepts.
Basic Windows Server and desktop administration knowledge.
General computer hardware knowledge.
TCP/IP fundamentals.
Experience supporting SaaS software products.
Experience with CAD/construction document management software or project controls management.
Knowledge of cloud platforms, particularly Microsoft Azure.
Knowledge of databases.
Experience in construction, engineering, or infrastructure industries.
Experience supporting enterprise software applications.

Responsibilities

Provide exceptional technical customer support to RIB clients, meeting expectations and resolving queries efficiently.
Handle support phone calls and tickets as part of a global team, including remote assistance.
Respond to customer inquiries in a professional, timely manner.
Maintain strong customer relationships through effective communication and follow-up.
Provide out-of-hours support for critical incidents when required.
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 per procedures.
Collaborate with development for issues needing product input.
Assist with testing and validation of bug fixes and software releases.
Update and maintain knowledge base articles and documentation.
Share knowledge and best practices with team members.
Contribute to process improvements for better customer outcomes.