Location: Australia: Remote in Victoria or New South Wales
This is a great opportunity to join a leading global software developer in the life sciences research sector. They support a diverse international client base with their innovative software solutions and are currently seeking a skilled Technical Support Specialist to provide exceptional service and technical expertise for their proprietary laboratory management software suite.
Key Responsibilities:
Deliver world-class customer service to your clientele across Australia and New Zealand.
Install, test, and upgrade our software in various client environments, including on-premise and cloud-hosted setups and technical training.
Configure and maintain client sites, including template setup, report generation, custom integrations, and Single Sign-On (SSO) configurations.
Monitor and troubleshoot cloud-hosted client environments, resolving issues promptly.
Manage client issues from prioritisation through to resolution, ensuring clear and effective communication throughout.
Maintain detailed records and collaborate with internal departments.
Gather and share customer feedback and data to contribute to product enhancements.
Continuously expand knowledge of software capabilities through independent study.
Minimum Qualifications:
Education: Bachelor’s Degree or equivalent practical experience.
Experience: Minimum of 2 years in customer-facing technical support within a technology SaaS environment.
Additional Skills:
Proficiency in LINUX/UNIX and/or Windows operating systems, with experience in database installations.
Strong familiarity with Windows Administration and web servers, particularly IIS.
Knowledge of Authentication methods, including SSO, and XML.
Experience with relational databases (SQL) and ability to write efficient queries.
Familiarity with Cloud/SaaS applications and reporting tools (MSRS, List&Label).
Can work comfortably with colleagues and clients in order to deliver exceptional technical support and resolve complex issues.
Excellent verbal and written communication skills with effective time management in handling time critical cases.
Ability to learn quickly with minimal supervision.
Occasional travel may be required.
Our client is committed to upholding the values of integrity, innovation, and excellence in everything they do. They invite you to join them in making a difference in the world of technology and client service.
If you thrive in a dynamic environment where technical expertise meets customer-focused solutions, apply now and grow with them as they continue to innovate and expand their global presence.