About The Team
Customer satisfaction is key to our success and our APAC based Customer Support Team are now looking for technically minded customer service champions to join them as a Product Support Specialist.
Product Support Specialists are senior members within our customer support function, working closely with colleagues in the Customer Experience and Technical Support teams. Product Support Specialists diagnose software issues and troubleshoot application errors to achieve a successful and timely resolution for our customers.
Based in our Victorian Head Office in Mount Waverley (Hawthorn East in July 2025), you will be supporting small to medium-sized entrepreneurial businesses using our ERP solutions within our Manufacturing vertical.
Responsibilities Include
* Troubleshooting application errors raised by customers. Thoroughly understanding the context and desired outcome of a customer query, undertaking multiple steps to diagnose and understand an issue, and working with customers to ensure a timely resolution.
* Primarily working within a Case Management System, a requirement to liaise with customers through email and outbound calls, with the occasional requirement to answer inbound calls.
* Assisting customers with understanding more basic queries relating to product functionality.
* Comfortable potentially working shifts between 8am to 6pm Monday-Friday.
* Supporting other team members with their technical development, workload and related customer enquiries.
* Utilising and directing customers to available resources such as Online Help, Knowledge Base Articles, and customer training materials.
* Assist our Cloud hosted customers with routine administrative tasks.
* Escalating potential product defects to relevant product teams, continuing to follow-up on ETA’s for a resolution and communicating updates back to the customer.
* Create, edit, and update Knowledge Base articles, training materials or other materials used to provide information and support to customers.
* Provide support for multiple product lines.
* Participate in continuous learning, product rollout sessions, and other internal training opportunities.
We’re Looking For Someone Who Has
* A positive attitude! Someone who has a passion for exploring, learning, taking initiative, and someone who isn’t afraid of making mistakes!
* The ability to adapt to change. One thing that is constant is that no two days are the same. Processes and ways of working are constantly evolving as we strive for improvement, so being able to embrace this change is pivotal!
* Great interpersonal skills and the ability to effectively communicate to customers, in a sometimes sensitive, urgent or challenging environment.
* Previous experience in providing technical support to customers, ideally in the software/SaaS/ERP space.
* An extremely strong ability to prioritise case workload, phone calls, internal stakeholders and customer deadlines.
* Good understanding of networks and IT infrastructure including network architecture and security.
* A strong understanding of the Windows operating system.
* Knowledge of MS SQL, SQL Server 2008 – 2016+.
The successful candidate should value a positive and supportive team culture as much as we do! We are here for each other, and supporting each other with complex work is paramount.
Whilst customers are based in APAC, many internal stakeholders are based overseas in the U.S. Factoring in multiple time zones, and prioritising meetings based on this will be essential for success.
The team’s passion for a strong culture aligns very strongly with the ECI Corporate Values of Crave Greatness, Own the Outcome, Deliver Awesome & Embrace Community. Make sure to let us know of your own experiences that align with these values!
The successful candidate must be able to demonstrate their right to work in Australia.
Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Strategy/Planning and Information Technology
Industries
Software Development
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