Customer Care Consultant(IT Technical Support)

Driven by transformative digital technologies and trends, we are RIB and we’ve made it our purpose to propel the industry forward and make engineering and construction more efficient and sustainable. Built on deep industry expertise and best practice, and with our people at the heart of everything we do, we deliver the world's leading end-to-end lifecycle solutions that empower our industry to build better.

With a steadfast commitment to innovation and a keen eye on the future, RIB comprises over 2,500 talented individuals who extend our software’s reach to over 100 countries worldwide. We are experienced experts and professionals from different cultures and backgrounds and we collaborate closely to provide transformative software products, innovative thinking and professional services to our global market. Our strong teams across the globe enable sustainable product investment and enhancements, to keep our clients at the cutting-edge of engineering, infrastructure and construction technology.

We know our people are our success – join us to be part of a global force that uses innovation to enhance the way the world builds.

Find out more at RIB Careers.

Job Summary:

We’re looking for a dynamic IT support specialist to join our team and make an impact by providing top-notch customer support as the first point of contact, delivering solutions, and solving technical challenges. The ideal candidate should have a degree in IT, strong knowledge of Windows, networking, and hardware, Internet Browsers, and excellent communication skills. Experience with construction industry is a plus. This role involves troubleshooting, maintaining documentation, and ensuring continuous improvement while adhering to company policies and safety guidelines.

Responsibilities:

• Customer Support: Assist with customer respond to customer inquiries and resolve support issues promptly; provide out-of-hours support for critical incidents as needed.

• Problem Resolution: Diagnose and resolve software issues and document solutions; collaborate with the Development Team on escalated issues and testing.

• Support Knowledgebase: Update and maintain support documentation with solutions and best practices.

• Local Systems Administration: Provide emergency support for internal IT and phone systems.

• Continuous Improvement: Identify process improvements and share knowledge through training.

• WHS Responsibilities: Follow workplace health and safety guidelines and promote a safe work environment.

• Company Policy: Comply with all company policies and procedures.

Requirements:

• Tertiary degree in IT or equivalent professional certifications or experience with level 1 technical support.

• Knowledge or exposure to the following technologies is required: Windows Server , general computer hardware, Microsoft Office, TCP/IP & Networking

• Excellent communication, problem solving and troubleshooting skills.

• Demonstrate solid judgment and customer instincts in managing problem resolutions and escalations.      

• Ability to communicate IT issues to non-IT clients.

• Knowledge or experience of any of the following would be an advantage: Browsers and web technologies, construction industry, Cloud, databases.

RIB may require all successful applicants to undergo and pass a comprehensive background check before they start employment. Background checks will be conducted in accordance with local laws and may, subject to those laws, include proof of educational attainment, employment history verification, proof of work authorization, criminal records, identity verification, credit check. Certain positions dealing with sensitive and/or third party personal data may involve additional background check criteria.

RIB is an Equal Opportunity Employer. We are committed to being an exemplary employer with an inclusive culture, developing a workplace environment where all our employees are treated with dignity and respect. We value diversity and the expertise that people from different backgrounds bring to our business.

Come and join RIB to create the transformative technology that enables our customers to build a better world.