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Support Analyst

QSR International - Adelaide, SA

Source: uWorkin


We are looking to hire a level 2 & 3 Support Analyst in Australia to join our Global Support and Implementation Team to help manage QSR International’s customer needs for our Student Placement software product, Sonia.

Our ideal candidate will leverage his/her exceptional communication skills and technical abilities to become a trusted resource for our users, guiding them through best practices, answering “how to” questions, and/or troubleshooting advanced technical issues as required.

If you are looking to take the next step in your Customer Support career, enjoy fast-paced environments, continuous learning, challenges and growth then read on.

What you’ll do:

  • Provide Level 2 & 3 technical support through email, phone and social media
  • Support customers remotely and on-site for system installations, configurations and updates
  • Assist the Sales with technical pre-sales consultations for prospective customers
  • Provide user training through demonstration online and on-site visits
  • Manage support queues ensuring a meaningful response in line with our SLA requirements
  • Document the product user process and update existing documents
  • Participate in Product testing
  • Assist with ongoing improvement and accuracy of QSR’s CRM system and service delivery tools

What you’ll bring to the table:

  • Excellent communication and organization skills
  • Strong relationship building skills
  • A go-getter attitude that can 'get stuff done'
  • Enthusiasm to learn new technologies
  • Degree in IT or related area a plus
  • Experience in SQL highly desirable
  • Knowledge in web and application server maintenance
  • Knowledge of Windows Servers - Understanding of server roles, and features such as AD, DNS, Firewall, IIS, Windows Services

About QSR International:

QSR International offers software solutions that support the innovators and problem-solvers of today and the leaders of tomorrow. QSR offers a portfolio of technology solutions that empower real world change, including (i) NVivo, qualitative data analysis software that helps people discover richer insights from their qualitative and mis methods research, (ii) Sonia, student placement software that allows people to easily and efficiently manage student placement programs; and (iii) Citavi, the all-in-one reference management and note taking app.

QSR International is headquartered in Burlington, Massachusetts, and also has offices in the UK, Germany, Switzerland and Australia. Learn more at www.qsrinternational.com