Level 2 Support Consultant.

BLACKROC is pleased to be working alongside a local Brisbane success story as they continue to grow. They are currently looking for 2 Customer Support Consultant's to bolster the support team of one of their largest product offerings. In this role you will be responsible for troubleshooting and resolving issues to ensure optimal customer experience, as well as assisting with the wider business in configuring and implementing the platform for new customers. 

Their ideal candidate is someone with a great attitude and communication skills who feels comfortable with a variety of stakeholders. From a technical standpoint, prior experience with ERP systems, mobile applications and a high-level of troubleshooting ability will be looked upon favourably. 

Key Responsibilities:

• Troubleshooting and applying problem solving skills to resolve customer tickets effectively and efficiently.
• Work with the Product and Development teams to assist in pre-release testing and post release validation processes to ensure continuity of service for our customers.
• Configure and build requirements to enable onboarding customers to go live with the product.
• Triage and escalate tickets appropriately to relevant teams to facilitate fast resolution for our customers.
• Ensuring that a customer first mindset is applied when communicating and resolving customer issues.

Experience: 

• You will have demonstrated ability in trouble shooting and ability to problem solve. Debugging experience would be advantageous too.
• High-level customer focus experience
• Prior experience supporting mobile applications with PHP and HTML knowledge will be highly regarded
• Prior experience with ERP systems (Pronto, SAP, Dynamics, Netsuite) would be looked upon favourably.