The role works closely with Customer Success and Development teams to deliver positive customer outcomes.
Key Responsibilities
Customer Support
Provide exceptional technical customer support services to RIB clients, meeting customer expectations, and ensuring queries are resolved efficiently and effectively.
As part of a global team, provide technical support services including handling support phone calls and tickets, and performing remote software assistance where required.
Respond to customer enquiries in a professional and timely manner.
Maintain strong customer relationships through effective communication and follow-up.
Provide out-of-hours support for critical incidents when required.
Incident and Problem Resolution
Raise, analyze, track, and resolve support incidents for customers.
Help customers use RIB applications and assist with resolving technical problems.
Diagnose and troubleshoot application, licensing and configuration issues.
Record investigation findings and document solutions in accordance with support procedures.
Work with the software development team on problems requiring developer input.
Assist with testing and validation of bug fixes and software releases where required.
Knowledge Management
Update and maintain support for documentation and knowledge base articles.
Share knowledge and best practices with team members.
Contribute to continuous improvement of support processes and customer outcomes.
Requirements
Essential
Experience in an external customer-facing support function, such as a service desk, customer helpdesk, or technical support environment.
Tertiary degree in IT or equivalent professional certifications
Australian Citizenship required due to defense clearance requirements.
Customer focused, with a positive attitude and high standards of customer service.
Excellent communication skills, both written and verbal.
Strong troubleshooting, analytical, and problem-solving skills.
Ability to understand and communicate technical issues to both technical and non-technical audiences.
Microsoft Windows
Willingness to learn new technologies
Microsoft Office
Internet browsers and web technologies
Basic computer networking concepts
Basic understanding of Windows Server and desktop administration
General computer hardware
TCP/IP networking fundamentals
Desirable
Experience supporting SaaS software products
Experience in CAD, construction document management software or construction project document controls/management
Knowledge of cloud platforms, particularly Microsoft Azure.
Knowledge of databases.
Experience within the construction, engineering, or infrastructure industry.
Experience supporting enterprise software applications.
RIB may require all successful applicants to undergo and pass a comprehensive background check before they start employment. Background checks will be conducted in accordance with local laws and may, subject to those laws, include proof of educational attainment, employment history verification, proof of work authorization, criminal records, identity verification, credit check. Certain positions dealing with sensitive and/or third party personal data may involve additional background check criteria.
RIB is an Equal Opportunity Employer. We are committed to being an exemplary employer with an inclusive culture, developing a workplace environment where all our employees are treated with dignity and respect. We value diversity and the expertise that people from different backgrounds bring to our business.
Come and join RIB to create the transformative technology that enables our customers to build a better world.
