Technical Support Specialist – Customer Care

RIB Software GmbH; Sydney; On-site; AUD 70,000 - 90,000; Full time

Job summary

RIB Software GmbH is seeking a Customer Care Consultant in Sydney to deliver exceptional technical support to clients. You will manage incidents, provide remote assistance, and collaborate with Product and Development to resolve complex issues while maintaining strong customer relationships.

The role requires IT knowledge, strong communication, and a willingness to learn new technologies, with on-site work in Sydney and potential out-of-hours support for critical incidents.

Qualifications

• Experience in an external customer-facing support function.
• Tertiary IT degree or equivalent certifications.
• Australian Citizenship required due to defense clearance requirements.
• Customer focused with high standards of service.
• Excellent written and verbal communication skills.
• Strong troubleshooting, analytical and problem-solving skills.
• Ability to explain technical issues to both technical and non-technical audiences.
• Microsoft Windows systems experience.
• Willingness to learn new technologies.
• Microsoft Office proficiency.
• Experience with internet browsers and web technologies.
• Basic networking concepts.
• Basic understanding of Windows Server and desktop administration.
• General computer hardware knowledge.
• TCP/IP networking fundamentals.

Responsibilities

• Provide exceptional technical customer support to RIB clients.
• Handle support phone calls, tickets, and remote assistance.
• Respond to inquiries in a professional and timely manner.
• Maintain strong customer relationships with clear communication and follow-up.
• Provide out-of-hours support for critical incidents when required.
• Raise, analyze, track, and resolve support incidents.
• Assist with testing and validation of bug fixes and software releases.
• Update and maintain support documentation and knowledge base.
• Collaborate with Development for issues requiring developer input.

Skills

Customer focus

Communication skills

Troubleshooting

Problem solving

Technical communication

Remote support

Windows basics

Education

IT degree or equivalent certifications

Tools

Azure

Windows Server

SQL / databases

Microsoft Office

Job description

RIB Software GmbH is seeking a Customer Care Consultant in Sydney to deliver exceptional technical support to clients. You will manage incidents, provide remote assistance, and collaborate with Product and Development to resolve complex issues while maintaining strong customer relationships.

The role requires IT knowledge, strong communication, and a willingness to learn new technologies, with on-site work in Sydney and potential out-of-hours support for critical incidents.