We are searching for a customer focussed candidate to join our Customer Support Team.

You will provide timely resolution of Help Desk and Technical Support issues for our mission critical Financial Asset (Lending and Investment) Management software issues, gather requirements for and configure changes to our software platform to resolve requirements for customers with a variety of business use cases.

Our Financial Asset Management software helps companies manage their Loan and Investment Portfolios and is used by an array of businesses across the World. We have customers all over Australia as well as Ireland, England and Canada.

Successful applicants will have a great opportunity to progress on to our Solutions and Implementation Team, in the very near future, a role would which entails customisation and configuration of our software using built in workflow designers, SQL, and HTML, CSS and JavaScript for web front end customisations.

Your day-to-day role will entail sharing the customer support workload amongst our small support team, therefore teamwork, clear and concise communication skills and the willingness to use your initiative, imagination and common sense are essential. You will work closely with other team members to triage and document, then resolve or escalate, issues.

The role presents a great learning opportunity as you will work closely with all members of the organisation - Company Directors, Software Developers, Project Managers and Business Analysts.

You must have a strong working knowledge of the following technologies:

Microsoft SQL Server's Structured Query Language (SQL) - The candidate is required to build scripts, and queries to perform this role

Microsoft Office 365 products - especially MS Outlook, Word and Excel.

Service management platforms (e.g. JIRA)

Microsoft Windows

Exposure to the following technologies and experience would be viewed extremely positively but is not essential:

Lending Industry experience - non-bank

Some exposure to software development at an introductory level either in previous roles or at a hobby level

Microsoft Teams

Microsoft Azure

Video Conferencing

Xero Accounting

Essential Duties and Responsibilities include the following:

Master the Aryza products suite

Provide technical support through phone and email to existing customers, responding to, triaging and escalating support tickets, in a timely and professional manner.

Perform problem analysis and isolate issues of minimal to moderate complexity, with minimal instruction and oversight from team leads and/or management.

Excellent grammar, verbal and written communication skills.

Formulate workarounds and positively communicate results to the customer.

Adhere to quality guidelines around support tasks, case notes, communication, timeliness, etc.

Identify and document both software bugs and new feature requests for the development team.

Participate in weekly department meetings and in internal meetings when required.

Create and update end user and internal knowledge base documentation.

Located in Geelong, the team enjoys a relaxed work environment with all staff respecting a healthy balance between work and personal lives.

Unsuccessful applicants may not be contacted depending on the volume of applications received.

Successful applicants will be required to complete an initial video conference call via Teams etc. however would be required for two separate in person interviews