Application Software Support Specialist
Salary: $70,000 – $80,000 per year
About the Role
Full-time, office based, Monday to Friday. This is not a work-from-home or hybrid position. Applicants should live within a practical daily commuting distance from Noosaville.
Provides customers and end users with product and technical support. Works as part of the team with other support specialists to deliver technical assistance and resolve customer issues.
In this role you will be assisting customers who are primarily located in Australia, NZ, Canada, US and UK in operating, implementing, troubleshooting and maintaining our products in a Microsoft environment.
Key responsibilities
Provide technical support to K1Corp's customers via Phone, email and other support channels. Troubleshoots software, system user issues and identifies practical solutions.
Follows procedures for responding to customer inquiries.
Develop excellent customer relationships through phone and other contact
Ensures the incident management system is used to manage and track inquiries, and incidents are logged accordingly.
Assists in final testing of new products and updates before they go out to customers.
Communicates with programmers regarding bugs and follows-up to make sure fixes are received and tested.
Contributes to support documentation, FAQS and internal knowledge resources.
Work with customers through Teams or other online resources to install products or work on resolving any technical issues.
Develop product customisations using SQL stored procedures and triggers
Completes, maintains, processes and files pertinent paperwork and records.
Supervises and maintains network administration. Includes backups, software updates, troubleshooting, adding new users, deleting old ones, housekeeping and maintenance.
About you
At least 2+ years of experience providing software support, working for a software vendor, preferably in the Enterprise content Management arena.
Strong understanding of RDBMS, including the ability to write SQL statements
Broad knowledge of Windows operating systems (server and workstation) and networking
Excellent troubleshooting skills through broad exposure to a variety IT systems and environments
A demonstrated ability to quickly learn and use new software and technology
Self-motivation and honesty
A drive for continuous self-paced learning
Excellent customer service skills
Be a team player who is willing to get involved
Ability to read and interpret documents such as operating and maintenance instructions, and procedure manuals.
Ability to write routine reports and correspondence.
Ability to communicate technical concepts to non-technical users.
Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.
A passion for delivering exceptional customer service and driving customer satisfaction.
Australian Citizen or Permanent Residency Status
About us
Knowledgeone Corporation develops leading edge, innovative software solutions for information management applications, including electronic document and records management, imaging, workflow, asset management, HR management, contract management and CRM.
Knowledgeone Corporation Pty Ltd