• Full Time
• Hybrid work – 2 days in office
• Location: Carlton, VIC

About Us:

Quantum Information Technology (QuantumIT) is a globally established IT consulting and software enterprise, offering specialised cloud-based software applications across various sectors. Founded in 1992 and headquartered in Australia, we have a strong global presence with customers in ten countries and subsidiaries in the UK, US, Canada, Singapore, and the Middle East.

Our suite of cloud-based software includes InPlace, a robust solution used by universities and tertiary educators worldwide to manage cooperative and work-integrated learning programs including clinical placements in all disciplines, pre-service teacher assignments, internships, and industry projects. InPlace Network, a pioneering platform for employers, facilitates interaction with education bodies to arrange student work experience assignments and graduate recruitment programs. Its significant customers include the UK NHS and large hospital networks in the US. Lastly, InPlace Corrections serves as a comprehensive rehabilitation management platform for the prison sector, optimising prisoner education, rehabilitation, and reintegration and transition-out programs.

Reporting to the Senior Manager – Customer Success and Support (APAC Region) and Service Desk Team Leader, the Service Desk Consultant will work as the first point of contact for customers seeking technical assistance over the phone or by email.

What you will be responsible for:

• Respond to customers request for technical assistance via phone or email
• Perform remote troubleshooting through diagnostic techniques and pertinent questions
• Determine the best solution based on the issue and details provided by customers
• Walk the customer through the problem-solving process
• Direct unresolved issues to the next level of support personnel
• Provide accurate information on QuantumIT products and services
• Record events and problem resolutions in logs
• Follow-up and update customer status and information
• Maintain an awareness of relevant customer SLA targets and wherever possible work to meet those targets, as well as appropriately escalate circumstances in which targets are (or are about to be) missed
• Identify and suggest possible improvements on procedures

What we are looking for:

• Bachelor’s degree in science, Information Technology, or relevant field
• Proven experience in a similar customer service role
• Competent in SQL
• Some exposure to Microsoft web and database technologies
• Excellent written and verbal communication and interpersonal skills
• Excellent customer engagement and service skills and ability to remain calm
• Excellent analysis skills
• Understanding of Agile software development
• Proven proficiency in English language
• Demonstrated initiative and ability to work autonomously
• Ability to work effectively in a team environment, collaborate with team members, and build strong working relationships

Why join us?

• Be part of a fast-growing, innovative platform making a real impact on education and healthcare industries.
• Competitive salary and benefits.
• A chance to work with cutting-edge technology in a supportive and collaborative environment.