Posted 8 days ago
Description
Software Support Consultant
Department: Customer Operations
Employment Type: Permanent - Full Time
Location: Perth
Reporting To: Andrea Roati
Description
In the role of Software Support Consultant, you will be the first impression of new and existing WA clients who have chosen SettsPlus as their preferred settlement software package and conveyancing workflow platform of choice. Focused on ensuring superb customer experience, your responsibility encompasses efficiently and effectively addressing queries related to platform navigation and access, template updates, scheduling migrations and installations and assisting with Trust Accounting practices as they pertain to our software, ensuring timely resolution of customer issues, and minimising any potential disruptions to their conveyancing operations. This role leverages your conveyancing industry, accounting and/or software support experience to differentiate between bugs and user errors within the software.Key Responsibilities
- Inbound customer support including calls and emails via the Zendesk ticketing system, guiding users through software functionalities
- Resolving customer escalations by quickly identifying underlying causes, identifying user error versus system bugs
- Ability to manage competing priorities and tasks with multiple stakeholders, delegating and escalating where required
- Training and onboarding new users (internal and external) to the software products by hosting live training sessions, and using on-line meeting tools
- Supporting customers with accounting reports and end of month processes
- Work collaboratively with a small national team to provide customer feedback on product enhancement and assist in developing new solutions
- General user administration and setup of new customers
- Creating and maintaining articles on the Dye & Durham Knowledgebase (internal and external)
- Working with third party integration partners in facilitating seamless data integration
- Providing back up general support to the wider Software Solutions team
Skills, Knowledge & Expertise
- Demonstrated customer service experience is required
- Experience in the settlement, conveyancing and legal industry is preferred, but not required
- Experience in the use of SettsPlus or other conveyancing workflow platform is preferred, but not required
- Experience in the use of windows-based applications and general management information systems
- Experience in analysing problems and providing meaningful solutions that maximise client satisfaction
- Proficient in the use of Excel and the wider Microsoft Office suite
- Excellent verbal and written communication skills
- Ability to successfully work with a team in a high-volume customer service environment
