Support Consultant- Sydney

Responsibilities

• Providing an advanced level of functional and technical support to Aptitude Software’s customers regarding the company’s product portfolio.
• Engaging with company’s clients through skillful analysis, effective communication, coordination and cooperation with product management and development teams, in order to timely resolve incidents and requests.
• Maintaining a high level of client satisfaction.
• Obtaining detailed and accurate information relating to the business impact of client’s issues, utilizing effective questioning and troubleshooting techniques.
• Replicating, investigating, and diagnosing issues.
• Analyzing log files using standard debugging concepts.
• Working closely with internal Aptitude Software teams on escalated functional and technical issues, and product roadmap changes.
• Documenting issues for further diagnostic of root cause isolation when needed.
• Gathering and presenting client insights to teams across Aptitude while adhering to processes that ensure consistent and repeatable results.
• Liaising with Support management in North America, the UK and Poland.

That’s all important, true, but in reality the only thing that matters is to (paraphrasing Pratchett’s words) “not only to find out whodunit, but howdunit too” not even being sure “what they dun”. So, if you have that detectivistic mind-set and enough technical knowledge to pinpoint evidence - you will be very welcome in the Second Line Support team. CSI for software, yeah!

The ideal candidate will have the following skills, attributes & experience :

Advantageous Skills :

Technical skills :

Availability and work pattern :

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