The role(internally called Customer Care Consultant in RIB) is responsible for providing exceptional technical customer support services to RIB customers. Acting as a primary point of contact, the role focuses on resolving customer incidents, assisting users with software functionality, providing technical guidance, and ensuring customer expectations are met through timely and effective service delivery. The role works closely with Customer Success and Development teams to deliver positive customer outcomes.

Key responsibilities

- Provide exceptional technical customer support services to RIB clients, meeting customer expectations, and ensuring queries are resolved efficiently and effectively.
- 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.
- 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.

About you

- Experience in an external customer-facing support function, such as a service desk, customer helpdesk, or technical support workplace.
- 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.

#J-18808-Ljbffr

📌 Technical Support Consultant (Sydney)
🏢 Rib Software
📍 Sydney