About Us

Building Compliance Systems is an Australian owned and managed software, wholly built in Australia. It is a division of Envoy Advanced Technologies, a Sydney-based software development company creating bespoke software for leading Australian businesses.

Our software is the complete business platform for construction professionals, providing a cost-effective, easy-to-use process to ensure timely and accurate building certification outcomes. BCS is the leading online project management tool for compliance in the building & construction industry. Through the years BCS has expanded its product suite to cater to more sectors in the industry; including, Certification, Fire Safety Measure Auditing, Thermal Performance (Energy) Assessors, Building Designers, Access (DDA) Consulting, and Fire Engineering.

Over the years, we have built our client-base supporting over 300+ clients across Australia. The flexibility of our products allows us to cater to a range of clients; from small, independant businesses to large enterprises, as well as government bodies such as councils. We are proud supporters of the industry and have built long-standing relationships with industry associations.

In our core, our goal has always been to deliver solutions, bridge the gap between professionals/businesses and the government, and play our part in creating a better built environment for Australia.

The Role

BCS is seeking an Application Support Specialist to provide superior front-line telephone and email support. The role is crucial in supporting new and existing clients in using our software. The ideal candidate will have a passion for technology, strong organizational skills, and the ability to communicate complex concepts in a clear and engaging manner.

The role will focus on building strong working relationships with customers whilst providing functional application support and training. You will be responsible for responding to questions and issues promptly and effectively, as well as recording, tracking, and managing issues to resolution.

Core responsibilities include (but are not limited to):

Provide daily frontline customer support and act as a liaison between customers and management to enhance the overall customer experience.

Analyse issues from customers, provide adequate resolutions, track proposed resolutions and follow up with customers in a timely manner.

Meet customer satisfaction, efficiency metrics, and issue resolution targets.

Ensure initial responses to customer requests are within 24 hours

Ensure all requested support tickets are resolved within required timelines

Within 1 week for simple requests

Within 4 weeks for complex requests

Exceed customer expectations and build customer loyalty

Develop and maintain a vast knowledge of the products and services being offered.

Identify sales opportunities when appropriate and refer to the Sales team

Communicate customer feedback to various teams—including technical, marketing, and other departments—in order to improve the overall customer experience.

Prepare templates for new and existing customers where needed from time to time.

Act as a representative of our customers when working with internal teams and undertaking final testing of new releases.

Assist with on-boarding of new customers and providing support through training/webinar sessions where needed from time to time.

Assist with the creation and updating articles in the customer Help Centre page and training material.

Other Responsibilities:

Contribute to the continuous improvement of implementation processes and training methodologies.

Represent the company (and its products) as industry leaders and experts.

Attend industry events as required as a BCS representative.

Assist in customer messaging processing for such events as system failures, planned and unplanned outages, new features, etc.

Qualifications

To be considered for this position, you must be focused on delivering a high level of customer service and satisfaction to our clients. You will also be required to demonstrate the following criteria:

Minimum 2 Years of working experience in application support and training, or related field.

Aptitude for learning our online application and the building construction industry

Strong analytical, trouble shooting and problem-solving skills

Excellent verbal and written communication skills

A customer centric attitude

Organisational and priority management skills

Strong attention to detail

Confident manner and professional presentation

Proficient in Word and Excel

Desirable

Knowledge of building certification industry

Knowledge in using the BCS software, or similar

Knowledge of risk mitigation and compliance practices

Certificate IV in Training & Assessment

Only Australian citizens and Australian permanent residents will be considered.

Please email your application to [email protected] with your resume including 2 professional references. Only shortlisted candidates will be notified.

Equal Opportunity Employer
BCS is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, sexual orientation, national origin, age, disability, gender identity, or veteran status.