Support Services Analyst at Noggin

Service Management, Sydney, Australia sydney support analytics
Description
Posted 1 months ago

Why become a Support Services Analyst at Noggin?

This role is integral to ensuring we are providing best-in-class software support to our clients because let's face it - lives depend on it. This is a unique opportunity to support a meaningful software platform that makes a genuine difference in the world around you. Sure, you've had software support experience before, but not like this. Each and every ticket that comes your way will have its own set of unique anomalies and configurations for you to investigate, and you’ll be dealing with more complex and challenging tickets. You will also have contributed to putting together knowledge base articles for both users and clients to refer to.

We have a smart, pragmatic, and cohesive support team, and we are looking for the next Noggin to join our ranks. We make a habit of finding talented individuals and growing them within our business so if you're looking for an organisation where you can show off and upgrade your skills, or develop new capabilities - Noggin is the place for you!

NOTE: This role is required to work Monday to Friday from 10.30am to 7.00pm.

What does it take to be a Noggin? 

You have a few years’ experience in software support within a SaaS environment, and you know what it takes to deliver exceptional customer service. You're hands-on and you look at complex problems with a "not on my watch!" attitude. And because you've worked on large, enterprise SaaS solutions, you understand the steps required to investigate and get to the bottom of a user's issue. You value the importance of regular client communication and can adjust your approach depending on the technical sophistication of the user. 

You understand that there is a sense of urgency when responding to our clients. This comes as a result of your successes working within a structured and KPI-driven support team (ideally using the ITIL framework). You investigate, analyse, and document every detail of an issue; and set our engineering team up for success when escalating tickets.

What does success look like in this role? 

Within your first 3 months, you will be fully trained in how to use our software and our overarching support approach. You’ll be comfortable working on support tickets with limited supervision and will consistently meet your KPI’s.

By the 6-month mark, you’ll be a trusted member of the team, dealing with more complex tickets for our reputable clients. You will also have contributed to our knowledge base significantly in this time.

After 12 months, you will be fully conversant with the majority of our client solutions and you will be consistently exceeding your targets. You have started to put some of your business improvement ideas into practice and your contribution to the team is notable and significant. After 18 to 24 months, you may begin to consider a career move into the Professional Services team or perhaps even elsewhere in the business.

To apply, please use the online application link. For further information or to arrange a confidential discussion, please email [email protected]

Please note, to be considered for this role, you must be an Australian Citizen and is eligible to obtain a security clearance. No agencies please.