Job Title: Customer Care Consultant (Tech Support, Customer Support)

Location: Sydney

Employment Type: full-time

The Customer Care Consultant is responsible for providing exceptional technical customer support services to RIB customers. Acting as a primary point of contact, the role focuses on resolving customer incidents, assisting users with software functionality, providing technical guidance, and ensuring customer expectations are met through timely and effective service delivery.

The role works closely with Customer Success and Development teams to deliver positive customer outcomes.

Key Responsibilities

Customer Support

• Provide exceptional technical customer support services to RIB clients, meeting customer expectations, and ensuring queries are resolved efficiently and effectively.
• As part of a global team, provide technical support services including handling support phone calls and tickets, and performing remote software assistance where required.
• Respond to customer enquiries in a professional and timely manner.
• Maintain strong customer relationships through effective communication and follow-up.
• Provide out-of-hours support for critical incidents when required.
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Incident and Problem Resolution

• Raise, analyze, track, and resolve support incidents for customers.
• Help customers use RIB applications and assist with resolving technical problems.
• Diagnose and troubleshoot application, licensing and configuration issues.
• Record investigation findings and document solutions in accordance with support procedures.
• Work with the software development team on problems requiring developer input.
• Assist with testing and validation of bug fixes and software releases where required.