Phocas
Technical Support Analyst (Customer Support Consultant)
Phocas changes the way people think and work, and makes it easier for them to be decisive and operate with confidence.
Customer Support
Full-time
Office | Sydney, Australia
Visa sponsorship · No
Junior · A role for someone with some basic skills, good motivation and ability to learn. Typically 1-2 years of experience is required.
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Why Phocas
Founded in 2001, Phocas is a privately owned and self-funded team of passionate professionals who are committed to helping people feel good about their data. Today we have grown to serve over 2,300 companies and roughly 30,000 people who rely on our software to complement ERP functionality and manage business operations. We serve both midmarket and enterprise customers, who appreciate our tailored, industry-focused solutions that simplify data management through powerful analytics and visualization tools, and revolutionize the way they interact with their own information. We develop and support customer businesses with software that is simple, elegant and can serve departments and roles throughout the organization. Phocas changes the way people think and work, and makes it easier for them to be decisive and operate with confidence.
About the role
As a Customer Support Analyst, you'll be on the front lines of delivering great experiences. Helping to ensure our customers feel good about using our Business Planning and Analytics software. With a global retention rate of 97%, we aim to impress customers with an experience so good they become raving fans of Phocas and our team. And is there anything better than knowing your work has brought joy to a customer’s life?
What you'll be responsible for
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Customer Advocacy and Feedback
Advocate for customers by providing feedback to internal teams on how to better meet customer needs
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Customer Query Handling
Serve as the subject matter expert for the product/service, address customer questions and facilitate requests that need to be actioned by internal teams
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Technical Incident Resolution
Analyze and resolve technical and functional product issues for internal and external customers
Skills you'll need
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Collaboration
Works with others by being open, clear in communication and listening to achieve goals
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Service orientation
Actively seeks and develops strategies to help key stakeholders
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Problem solving
Identifies problems and develops logical solutions that address the problems
Meet the team
As a tech company on a mission to make people feel good about data, you’ll be part of the team that brings this mission to life.