Product Support Specialist - ITS at No results found

Sydney, New South Wales, Australia -

Full Time

Start Date

Immediate

Expiry Date

15 Apr, 26

Salary

0.0

Posted On

15 Jan, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Technical Consulting, Service Delivery, Project Management, Customer Satisfaction, Networking, Cloud Computing, Software Development, System Administration, Microsoft Azure, Red Hat Linux, Problem Solving, Analytical Skills, Process Improvements, Inventory Management, Telematics Solutions, Public Transport

Industry

Software Development

Description

Job Summary: As Product Support Specialist, you will play a pivotal role in ensuring the seamless delivery and ongoing support of Trapeze’s ITS product suite. In the role, you will blend advanced technical consulting with hands-on service delivery, management of small-scale projects, resolving of complex technical issues, Inventory management and maintaining high standards of customer satisfaction. You’ll be responsible for overseeing customer software environments throughout their lifecycle, coordinating operational tasks, and acting as an escalation point for technical challenges. In addition, you’ll drive process improvements, prepares accurate project estimates and reports, and collaborates closely with both internal teams and external vendors. Job Description: About the Role As Product Support Specialist, you will play a pivotal role in ensuring the seamless delivery and ongoing support of Trapeze’s ITS product suite. In the role, you will blend advanced technical consulting with hands-on service delivery, management of small-scale projects, resolving of complex technical issues, and maintaining high standards of customer satisfaction. You’ll be responsible for overseeing customer software environments throughout their lifecycle, coordinating operational tasks, and acting as an escalation point for technical challenges. In addition, you’ll drive process improvements, prepares accurate project estimates and reports, and collaborates closely with both internal teams and external vendors. You’ll have the opportunity to: Resolve complex support cases, providing on-call technical support for critical issues and attending customer sites as required. Participate in an on-call support roster to ensure 24/7 coverage for critical systems. Act as escalation point for consultants and assist with workload balancing. Manage customer software and hosting environments throughout the full development, release, and maintenance lifecycle. Manage routine operational tasks such as certificate renewals, seasonal adjustments, and connectivity updates. Conduct annual disaster recovery and security testing, including coordination with external consultants and remediation of findings. Liaise with external vendors to resolve system issues. Manage small professional services projects end-to-end, delivering assigned work on time, on budget, and to agreed quality standards. Prepare accurate estimates and proposals for customer engagements. Provide accurate updates on support, quoting, project progress, and customer satisfaction to the Team Lead and Head of Operations. Ensure processes are in place to capture billable items and identify new service opportunities. Prepare reports and provide insights on deployments and operational performance. Monitor customer satisfaction through surveys and implement action plans to address issues. Assist with inventory tracking and management Drive process improvements and continuous value delivery for products and solutions. What you’ll bring to the role: Relevant tertiary qualifications or equivalent experience in IT, Software, Business, or related discipline. Solid experience in technical consulting, service delivery, or project management roles. Proven track record in IT service delivery and customer-facing engagements. Detailed understanding of networking, mobile data and cloud computing concepts Previous experience with software development and release processes Previous system administration experience supporting Microsoft Azure and Red Hat Linux. Strong financial and commercial awareness and ability to manage client expectations. Demonstrated experience in implementing process improvements and driving customer value. Exceptional delivery, technical, and change management skills. Excellent analytical, troubleshooting, and problem-solving ability. Ability to travel occasionally within ANZ for customer support and project delivery. Ability to build strong internal and external relationships, communicate effectively and maintain high customer satisfaction. Experience managing mobile devices or telematics solutions desirable. Exposure to public transport, logistics, or fleet management environments highly desirable. Why Trapeze? Trapeze Group is a global public transport technology leader. We partner with transport authorities and operator organisations to solve challenges, save money, and improve the experience of the millions of people that travel with our customers every day. The ANZ arm of our global business is headquartered in Brisbane, where the team have cultivated a supportive work environment, with a huge emphasis on employee engagement. Our parent company, Constellation Software, is listed on the Canadian stock exchange and serves over 125,000 customers across more than 100 countries, with annualised revenues exceeding $8 billion. Ready to Apply? If you feel excited by the opportunity to join a rapidly scaling global business, please apply now or get in touch at jobs@trapezegroup.com.au. We'd love to hear from you. Please note: Only applicants with valid Australian working rights will be considered for this role. Worker Type: Regular Number of Openings Available: 1 You’re passionate about moving people. So are we. At Trapeze, we strive to enhance lives by building technology for a better tomorrow and providing unique solutions for life. We help public transport operators and authorities, public safety organisations and large-scale taxi enterprises address everyday pain points, save money and improve customer experience through the use of proven technologies. The efficiencies created through our solutions allow you to maximise your competitive advantage and enhance community outcomes. As the Asia Pacific branch of the Trapeze Group, we have a wealth of knowledge, experience and resources to draw upon both locally and from our colleagues in North America, Europe and the United Kingdom. We are also part of the Constellation Software Group, which services over 125,000 customers in more than 100 countries across the globe from offices on every continent. While our experience is broad and international, we are local in our approach and adapt to your environment country by country. We have been in the transport industry for more than 30 years and have a long history of collaborating with our customers to adapt to changing needs and new demands. Trapeze is an equal opportunity employer, we recruit, hire, train, promote and provide all other privileges of employment to qualified people without regard to age, race, colour, creed, national origin, gender, gender identity, gender expression, disability, marital status, citizenship status, ethnicity, familial status, religion, sexual orientation or any other classification for which discrimination is prohibited. Please inform us if you have a disability or special need that requires accommodation. Learn more about working @ Trapeze Back to Job Postings

Responsibilities

The Product Support Specialist is responsible for ensuring the seamless delivery and ongoing support of Trapeze’s ITS product suite, managing customer software environments, and resolving complex technical issues. This role also involves driving process improvements and collaborating with internal teams and external vendors.