Technical Support Engineer - Late Shift

RecordPoint is a data and information lifecycle management SaaS product designed to give highly-regulated organizations a competitive edge through safer, more secure, and better-managed data. We're a disruptor in our industry, set apart from competitors by our cutting edge technology and innovation-first mindset. 

Our global customer list includes top-tier brands and government agencies like the City of New York, Westpac, National Australia Bank (NAB), Australian Prudential Regulation Authority (APRA), Security Benefit, Cupertino Electric, Australian Securities & Investments Commission (ASIC), Transport for NSW, Ausgrid, Pacific Gas & Electric (PG&E), and Delaware Life.  

But there's more to us than the what we do — like the who behind it all. Team RecordPoint is made up of 100+ tech-driven professionals at the top of their respective fields. Together, we foster a supportive, collaborative and transparent environment, collectively working toward the singular goal of continuously doing better.  

While we've got all the perks you'd expect — think truly flexible work arrangements, generous paid parental leave, 4 weeks annual leave and Employee Share Options — you might find that the greatest benefit of all, is the team you join.

Scope: As a Technical Support Engineer at RecordPoint, you will play a crucial role in ensuring the satisfaction of our customers by providing efficient and effective business and technical support. You will be the first point of contact for customers seeking assistance with our RecordPoint products. Additionally, you will provide support to managed services clients. The ideal candidate is a tech-savvy individual with excellent communication skills and a passion for delivering exceptional customer service.

Hours of work : 12noon to 8pm AEDT You will be required to work from the CBD office at least once per week You will be required to be on call at least 1x weekend per month

You will do:

• Basic Troubleshooting:
• Support agents are responsible for diagnosing and resolving simple and common issues. This could involve guiding users through basic troubleshooting steps for software, hardware, or services.
• Customer Support:
• Respond promptly and professionally to customer inquiries via email, chat, and phone.
• Assist customers in troubleshooting and resolving business and technical issues related to our products.
• Provide clear and concise instructions to help customers navigate and utilize our software.
• Ticket Management:
• Create, update, and manage support tickets in the ticketing system.
• Prioritize and escalate issues as needed to ensure timely resolution.
• Customer Education:
• They will educate customers on self-services options and best practice for using RecordPoint.
• Product Knowledge:
• Develop and maintain a deep understanding of our products.
• Stay informed about product updates and new features to effectively assist customers.
• Documentation: Support agents will create or update documentation such as knowledge base articles, FAQs, and manuals to help users find answers to common questions.
• Routing and Escalation: Support will serve as a bridge between customers and senior support when necessary and will escalated issues that require specialised expertise or cannot be resolved at lower support levels.
• System Administration: Support will have access to administrative tools and permissions, allowing them to perform tasks related to system administration, user management, and security for internal support purposes.
• Monitoring and Reporting: They may monitor system alerts and generate reports on recurring issues to help identify trends and areas for improvement.
• Customer Satisfaction: Support plays a crucial role in ensuring customer satisfaction by addressing customer concerns promptly and professionally.
• Customer Onboarding: They will provide onboarding services for customers with the support of Seniors
• Success Plan Consulting: Provide assistance to Success Plan clients with monthly activities under guidance of Support Plan consultants

Overall, you will act as the initial point of contact for customers and serves as a front-line defence for resolving basic issues and inquiries efficiently. Their role is essential in maintaining positive customer relationships and ensuring that more complex problems are routed to the appropriate experts. You Will Bring:

• Bachelor's degree in Computer Science, Information Technology, or a related field (or equivalent work experience).
• Proven experience in a business and technical support role, preferably in a SaaS environment.
• Strong problem-solving skills and the ability to think critically.
• Excellent communication skills, both written and verbal.
• Familiarity with cloud-based technologies, APIs, and web services.
• Knowledge of database systems, networking concepts, and security principles.
• Customer-focused with a passion for delivering exceptional customer service.
• Understanding of information governance practices and be able to put into action
• Ability to work independently and as part of a collaborative team.
• Adaptability and a willingness to learn and adapt to new technologies.
• Experience writing and running automation scripts such PowerShell
• Experience with Microsoft Azure, Office365, Enterprise file sync and share applications (Google Drive, Box, Dropbox etc.)
• Knowledge of best practices and IT operations in an always-up, always-available service

Why RecordPoint:

• Flexible work life balance
• Opportunities to grow and develop
• Fast-growth Australian-owned company
• A workplace where innovation is our way of life
• Personal Development budget for all staff
• Access to Employee Stock Ownership Plan
• A brilliant graduate program that provides both mentoring and growth opportunities for all
• Work on a product that makes a real social-good impact on the world
• Global opportunities!