• Technical Support Officer

    Job ID
    2019-4869
    Category
    Information Technology - Desktop Support
    Location
    AU-VI-East Melbourne
  • Overview

    CallidusCloud is now SAP Sales Cloud, part of the SAP Customer Experience division of SAP. We help sales teams sell faster and perform better, using AI-driven software that transforms your company’s lead-to-cash process. Our full suite of sales process tools includes sales automation, incentive management, Configure Price, Quote (CPQ), coaching and sales enablement.

     

    We are seeking a Technical Support Officer to join our team in East Melbourne Australia. The Technical Support Officer is primarily responsible for resolving technical issues that Learning Seat’s clients may be experiencing with the Learning Management System or Content products. Whilst having extensive knowledge of Learning Seat’s products, additionally the TSO is responsible for providing support for Learning Seat staff that may be experiencing technical issues with their desktop/laptop environment or any of the cloud based services that they utilise. The TSO is responsible to report trends upstream to management, and from time to time be a primary contact for a client as they work through technical issues.

    Responsibilities

    • Maintain support related documentation (wiki etc..).
    • Meet client SLA’s for support.
    • Responsible for Unassigned Tickets and ensure that they are responded to within support targets.
    • Log all support related activities in Learning Seat’s support ticketing system.
    • Accurately log time spent on each support related item in Learning Seat’s support ticketing system.
    • Work with support team to ensure the Learning Seat help desk is occupied at all times during standard operating hours.
    • Resolve technical issues that clients may be experiencing with Learning Seat’s Learning Management System and/or Content products.
    • Resolve technical issues that Learning Seat staff may be experiencing with their desktop/laptop environment or any of the cloud based services that they use.
    • Installation, setup, testing, maintenance, repair and networking of computers and peripherals.
    • Inventory and records maintenance.
    • Administration of employee accounts for all cloud services utilised by the business.
    • Work closely with Software developers, Business Analysts and QA Analysts within the Technology team.
    • Report system bugs with detailed information to the development team.
    • Keep up to date and research latest trends in eLearning technology and cloud infrastructure technology.
    • Reporting trends upstream to management.
    • Other duties as requested from time to time.

    Qualifications

    • Minimum 2 years of experience in an IT Help Desk or Service Desk role.
    • Ability to communicate and negotiate in a professional manner with clients and colleagues.
    • Works well in a team environment.
    • Experience in supporting web based applications such as Salesforce, JIRA, Office 365, Atlassian (Confluence),
      Amazon Web Services, Azure.
    • Experience in supporting any industry Learning Management System.
    • Experience in databases such as SQL Server, Oracle, MySQL and proficient in database queries.
    • Has good written communication skills and is proactive at keeping records and documentation.
    •  

      Personal Attributes

    • Great Communicator
    • Confident public speaker and has an aptitude for training and development
    • Self-Motivated
    • Excellent Time Management
    • Team player
    • Works well to deadlines
    • Excellent attention to detail

     

    Callidus Software (d.b.a CallidusCloud) is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, age, status as a protected veteran, or status as a qualified individual with disability.

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