What are the responsibilities and job description for the Technical Customer Support Analyst position at Springbrook Holding Company LLC?
Company Overview
MAGIQ Software delivers cutting-edge cloud-based applications designed to meet the specific requirements of local governments and public sector organisations. Our software offerings include MAGIQ Cloud ERP, MAGIQ Performance for budgeting and reporting, and MAGIQ Documents EDRMs.
Serving over 600 clients across diverse sectors such as Health and Community Services, Local Government, Utilities and Industry, Education, and Not for Profit, MAGIQ Software has established a significant and expanding presence in Australia and New Zealand, with emerging markets in the USA.
MAGIQ Software's team of around 80 seasoned IT professionals is committed to delivering exceptional software and top-notch customer service. Local support and product development are offered through bases located in Australia, New Zealand and the US.
MAQIQ Software is a subsidiary of Springbrook Software.
Role Overview
In our fast-paced environment, you'll be first point of contact for both external customers and internal teams, acting as a trusted advisor and problem solver. As customer support officer, you'll provide first and second level assistance, expertly handling inquiries across phone and online channels.
You'll also partner with product specialists to tackle everything from data imports to system configurations and testing, ensuring smooth implementations and happy customers.
This is a perfect opportunity for someone who thrives on collaboration, loves picking up new skills, and isn't afraid to roll up their sleeves and get the job done. While industry experience is bonus, we value proactive mindset, willingness to learn, and the drive to deliver outstanding support. If you're ready to grow your career, make an impact, and have fun doing it, we'd love to hear from you.
Some availability in Australia / New Zealand time zones required.
Key Accountabilities / Responsibilities
- Serve as the first point of contact for customer inquiries, offering initial troubleshooting and guidance.
- Escalate complex issues to other departments when necessary.
- Complete tasks or project work when required.
- Deal with customer complaints in a polite and professional manner.
- Inform your manager of all client complaints with 4 hours of receipt.
- Prioritize and respond to customer requests with agreed timelines.
- Monitor ticket queues and workflow to ensure prompt resolution, meeting or exceeding SLA targets.
- Diagnose software or configuration problems using established process and tools.
- Accurately record all customers interactions, solutions and follow-up actions in the ticketing system.
- Always respect and protect customer confidentiality and data security.
Position Description
Leadership
Key Skills and Experience
Measure of Success
85% CSAT
