Technical System Support Specialist, a-tune (located in Victoria, Australia)

Description

Company Description:

a-tune software AG is a medium-sized company with headquarters in Darmstadt, Germany, and a presence in over 20 countries worldwide, including the USA. We specialise in data and process management for research, supporting organisations that are working on breakthroughs such as remedies and vaccines for diseases like COVID-19 and cancer.

To shape our future at a-tune, we’re excited to expand our team and are looking for a full-time team member to join our Technical Customer Support Team, based in Victoria, Australia. You’ll be working with our tick@lab product, supporting the needs of our global clients. Your role will include everything from software installation and upgrades to troubleshooting and system configuration, all while delivering exceptional support through a web-based portal.

We pride ourselves on embodying our core values and mission, and we're looking for someone who shares this commitment to excellence and customer satisfaction. This is a fantastic opportunity to join a company with a global impact, from a location that is close to home.

Location Requirement:

We are looking for a passionate and proactive team member who is based in Victoria, Australia, where the majority of our clients are located. Being based in Victoria gives you the unique opportunity to make a tangible impact on local industries and communities, while working alongside a team that has a deep understanding of the local market and its needs.

If you're keen to make a real difference in a company with an international reach, and want to play an active role in shaping the future of research-driven software solutions, we want to hear from you! Apply now and join a dynamic team in Victoria that is driving success and making an impact worldwide.

The Role (Essential Functions and Duties):

What you will be doing day-to-day:

• Providing world-class customer service for our international client base, ensuring their needs are met promptly and effectively.
• Installing and testing a-tune’s tick@lab software and conducting upgrades as required. Client environments could be on-premise or cloud-hosted.
• Configuring and maintaining client sites, including setting up templates, reports, custom integrations, and SSO configurations.
• Monitoring cloud-hosted client environments and troubleshooting any issues as they arise.
• Managing client issues from start to resolution, prioritising and escalating where necessary, ensuring clear and consistent communication throughout.
• Keeping well-organised records of client interactions and solutions to issues for future reference and learning.
• Collaborating with internal teams to resolve issues and enhance service delivery.
• Collecting and sharing customer feedback for product and service improvements.
• Continuously expanding your knowledge of the software and its applications to provide better solutions.
• Providing technical training to clients as required.
• Attending remote and on-site meetings with clients to discuss project specifications and procedures, when needed.
• Travelling domestically and internationally as required to meet client needs.
• Performing other duties as assigned.

Qualifications

What You Will Bring (Qualifications)

Education:

• Bachelor’s degree or equivalent experience. If you’ve got hands-on experience that shows you can excel in this role, we’d love to hear about it!

Experience:

• Minimum of 2 years’ experience, with a proven track record of working directly with customers in a technology or SaaS environment. We’re looking for someone who thrives in customer-facing roles and understands the ins and outs of technology.

Additional Skills/Competencies:

• Proficiency with LINUX/UNIX and/or Windows operating systems, including experience with database installations.
• Strong experience with Windows Administration.
• Familiarity with web servers, IIS preferred.
• Knowledge of Authentication methods such as SSO and others.
• Solid understanding of XML and experience with XML parsing is a plus.
• Experience with relational databases and SQL, with the ability to write efficient queries.
• Comfortable supporting Cloud/SaaS applications and related tools.
• Experience with reporting tools like MSRS and List&Label is highly regarded.
• Proven ability to deliver outstanding technical support to both internal teams and external clients.
• Strong technical aptitude, with excellent communication skills – both written and verbal.
• Well-developed analytical and problem-solving skills to troubleshoot and resolve complex issues.
• Exceptional time management skills and the ability to work under pressure while keeping things on track.
• High attention to detail and exceptional organisational skills.
• Quick learner, able to work independently with minimal oversight.
• Travel will be negligible.