Software Support Consultant

Software Support Consultant

Do you want to contribute to a better world?

Simply pursuing a successful business is no longer enough nowadays. Positive contributions to the planet and society are becoming more and more relevant. Would it not be nice to have an inspiring job in an innovative industry and also contribute to a better world?

This is possible at ORTEC. We are a purpose driven organization and use our passion for mathematics for a better world.

You are likely to encounter us every day, as we improve many crucial business processes. For example, we make it possible for retailers to supply all their stores on time with a minimum of kilometers driven. We help healthcare institutions to schedule the right doctor or nurse at the right time. We support scouts of football talents to make better choices. These are just a few examples of the added value of our solutions. The result is that organizations can operate at lower costs, with higher customer/employee satisfaction and with a smaller ecological footprint.

Our journey started in the early 80’s with a number of young Dutch students who wanted to show the world the value of mathematics. 40 years later, ORTEC is one of the world leaders in optimization solutions and advanced analytics.

Our Australia and New Zealand office was opened in 2010 with the focus to grow business in the area.

Your role

You role is part of Global Customer Support team, a division of ORTEC Global Operations center which is an expertise unit helping ORTEC offices and supporting customers around the world.

Global Customer Support is providing support actvities to customers around the globe. Main scope is to ensure our customers are able to perform their day to day activties using our solution by solving the incidents raised by them or proactive measures that we can take for a better experience with our tools.

You will be troubleshooting customer environments in multiple industries like: transport & logistics, retail, oil & gas, energy, parcel delivery, consumer packaged goods, healthcare, banking and many others.

As a Software Support Consultant you are the main contributor to our customers’ satisfaction with our products after the implementation stage.

You will have direct contact with our customers world wide (by phone, meetings, customer portal) with a main focus in the ANZ region, ensuring a high level satisfaction and quality of the  support services.

You will be responsible for incident and problem resolutions of different complexity that can be related, but not limited to:

• User access;
• Monitoring tool alerts;
• Interface/integration issues;
• Database issues;
• Infrastructure issues;
• Product / application configuration and management;
• Performance;
• Planning / Optimization issues;
• Business issues;

You will be in charge of ensuring the quality and on-time delivery of resolutions, balancing between understanding our customer’s business requirements and troubleshooting the technical solution (with SQL, XML/ XSL, Reporting, Scripting and others).

You will play a key role in a virtual monitoring team „follow the sun”, having the goal to identify potential risks of failures and address them in time.

You will be leading investigations that can involve further support lines like our Managed Services or development departments .

Who are you?
As a successful candidate you are:

• Natural in communicating with customers and build a good relation, mitigate conflicts, build trust
• Enthusiastic about customer service and the ORTEC story and goals
• Interested in operating in an international environment
• Easy, fast learning, able to self-train, flexible and open minded
• A reliable team player
• Quality oriented and customer focused
• Result oriented and with great analytical skills
• Willing to grow and learn;
• Willing to improve the work environment;
• Ready to speak up because you know your opinion can make the difference;
• Eager to help your colleagues and customers;
• Organized, able to prioritize between tasks and ask for help when needed.

Your skills and experience:

• University degree in relevant field (preferably IT related)
• Excellent written and verbal communication skills
• Basic knowledge of SQL programming and databases. XSL knowledge is a plus
• Knowledge of networking and MS Windows Platform. Scripting knowledge is an advantage
• Experience in working with Server-Client applications
• Previous experience in customer service is an asset
• Intrigued by detective work in troubleshooting;
• Strong problem-solving judgement
• Ability to work offline/online with team members and cutomers

We offer:

• Competitive salary
• Flexible working conditions
• Group insurances
• Salary packaging