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Careers at OBP

Helpdesk Support/Support Service Consultant


SALARY:  up to 25,000

Work as Helpdesk Support in a company that nurtures your growth potential!

Responsibilities

Primary responsibilities are, but not limited to:

  • Answering inbound support calls and emails to assist users with access/usage issues (reactive support)
  • Outbound calls to users when we see error logs but prior to them making a call to us (proactive support)
  • Be available to work on a weekly rotating roster in one of the following shifts: 0600 – 1430, 0730 – 1530, 0900 – 1700 and 1100 – 1900
  • Be available for overnight and weekend on-call duties once every 3 – 5 weeks, depending on staff availability or customer deadlines. Typical on-call hours are 1900 – 0600 on weekdays and throughout the weekend
  • Assist in project work and customer rollouts as required
  • Offer other technical support as required
  • Take ownership of assigned tasks and see through to resolution

Requirements

  • Tertiary education in Computer Sciences or equivalent experience
  • 3-5 years of strong direct customer service experience in a software or technical environment, ideally while working a software vendor
  • Proven experience of delivering a high degree of customer service and effectively problem solve in an “out-of-the-box” way, utilising appropriate interpersonal skills to engage with difficult customers
  • Intermediate knowledge and experience with Oracle (be able to write SQL queries)
  • Ability to generate SQL reports
  • Able to use Crystal Reports or SQL report writer
  • Intermediate Linux (preferably Red Hat) operating system understanding and or experience
  • Strong verbal and written communication skills; communicates effectively with team and management – provides clear information/instructions & listens effectively
  • Self-motivated team player with the ability to work calmly under pressure, to meet tight deadlines and see tasks through to completion with minimal supervision
  • Attention to detail as well as a high degree of accuracy in data entry; the ability to ensure that customer requirements are recorded exactly as specified
  • Possess high level of organisational skills, can manage own time and tasks to completion
  • “Can-do” attitude and leads by example
  • Display initiative and ability to multitask

Preferred:

  • Zendesk and/or Jira experience
  • Experience with manufacturing and logistics organisations as customers
  • Advanced knowledge and experience with Oracle (be able to write advanced SQL queries)
  • Ability to completely build a Red Hat server from scratch
  • Software development experience

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