Desktop Support Engineer providing user helpdesk support and maintaining production desktop systems at Flying Bark Productions, an animation studio in Sydney. Troubleshot hardware and software issues in a dynamic environment.
About the role
- Premier Support Engineer delivering high-quality technical support for strategic Premium Vista ERP customers. Collaborating with cross-functional teams to resolve product issues and enhance customer satisfaction.
Responsibilities
- Support strategic, Premium Vista ERP customers by resolving post-implementation product issues
- Provide proactive database and systems stability and performance guidance
- Develop custom telemetry dashboard and QA
- Manage support tickets and troubleshoot issues
- Collaborate with various teams to ensure a seamless customer experience
- Offer personalized advice and strategic recommendations
- Analyze customer environments and notify of new features
- Use web development tools to set up performance telemetry dashboards
- Manage dedicated support cases with minimal wait times
- Document customer interactions, issues, and solutions
- Collaborate with product and cloud engineering to track progress on issues.
Requirements
- 5+ years of experience in technical support, customer success, or a similar role in enterprise software solutions
- Proficient with Cloud environments, especially Azure Cloud.
- Strong troubleshooting and problem-solving skills with the ability to resolve technical issues effectively.
- Excellent communication and interpersonal skills, capable of conveying technical information to non-technical audiences.
- Proven ability to build and maintain strong customer relationships.
- Proficiency in enterprise software systems and a solid understanding of cloud-based solutions.
- Experience with Trimble CMS Vista ERP software or similar applications, including construction accounting, project management, service management, etc.
- Knowledge of industry-specific best practices and workflows.
- Familiarity with CRM and ticketing systems for managing customer support cases.
- Familiarity with database performance considerations and integration points.
- Experience with HTML, JSON, and CSS coding for customer dashboards.
Benefits
- Medical
- Dental
- Vision
- Life
- Disability
- Time off plans
- Retirement plans
- Tax savings plans for health, dependent care and commuter expenses
- Paid Parental Leave
- Employee Stock Purchase Plan
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