Technical Support Analyst - Geosciences

at  Seequent

THE COMPANY

Seequent builds world-leading subsurface software, helping create a better understanding of the earth to ensure a better world for all.
We are constantly evolving at the forefront of technology to transform how geo-professionals work, eliminating barriers to understanding by connecting software, teams, and the tools they need.
Every day, our customers in over 100 countries work to develop mineral resources more sustainably, design and build better infrastructure, protect the environment, source renewable energy, and help resolve historical challenges such as groundwater contamination and ageing infrastructure.
Our integrated earth modelling, geo-data management, and team collaboration software enables them to see a more complete picture of the earth: because with more understanding comes better decisions – for people and the planet.
Headquartered in New Zealand with global reach, Seequent is the specialist subsurface software company within Bentley Systems. Together, we are helping build a more resilient world.
We’re a high growth, people-centric success story.
Seequent is a Bentley Systems company, working together to build a better future.

THE ROLE

As a Technical Support Analyst, you are a member of a best-in-class Global Support Team, that acts as the first point of contact for many of our end users around the globe. As a member of this team, you will provide hands-on technical support to ensure that customer inquiries are handled professionally, efficiently, and in a timely manner. The assistance you provide customers will range from connectivity issues through to geoscience solution specific issues. The value our Support Team contributes to the success of our customer is of key strategic importance to the future of the company. We aim for a best-of-class Support organisation with the ability to scale effectively as we continue to grow.

IN THIS ROLE, YOU WILL HAVE THE OPPORTUNITY TO:

• Deal directly with customer to provide accurate and timely resolutions to their inquiries, primarily by email, telephone, or remote sessions. You will contribute to the provision of a world class service support facility, which provides quick responses to customers, effective listening to understand issues, clear and confident communication with the ability to provide education and support to all our users.
• Efficiently analyse, prioritise, and triage technical support requests based on the issues presented and ensure they are routed to the correct escalated resource when required.
• Follow up and track open support tickets to ensure satisfactory resolution.
• Effectively capture customer interactions in our Customer Relation Management System (CRM).
• Using the principles of KCS (Knowledge Centered Support), contribute to the creation of structured, re-usable content for the knowledge base.
• Recognise opportunities to leverage KCS to create content which benefits our customers and internal staff.
• Assist in the creation of Self-Help content such as quick start guides, learning paths, and On-Demand Training materials.
• You will advocate for and undertake the creation of learning content that directly assist customers through the onboarding and learn-and-use phases of their customer journeys.
• Assist with the Mentoring, coaching and development of members of the Global Support team.
• Model desired behaviours and approaches for other members of the Global Support Team.
• Assist other members of the team with the path to resolution for the client’s issues.
• Look for opportunities to improve processes and, where appropriate, design a solution and champion its adoption.
• When something has gone wrong and exposed an inadequate process, policy, or standard, contribute to solutions as appropriate which will prevent reoccurrence.
• Work with the escalated technical staff, sales, and development teams and contribute to establishing suitable service levels for Seequent’s internal staff and customers. Resulting in customers providing positive feedback on their experience where solution/product support is managed by you. • Contribute to the design and build of effective global, cross-functional resources to maintain agreed services levels affordably and effectively. Resulting in Seequent’s customers and internal staff having a high-quality support experience at, or above, agreed service levels.

IN ORDER TO BE SUCCESSFUL IN THIS ROLE, YOU SHOULD HAVE:

• Post-secondary degree (Geo-related science preferred)
• Minimum 1 years of experience in a technical support role (geo-related science role or a support role within the earth sciences industry a plus)
• Highly computer literate.
• Familiarity with earth science related applications such as Leapfrog or Oasis Montaj is considered an asset.
• Highly developed customer service orientation.
• Excellent English language communication skills, both verbal and written.
• Secondary language communication skills, an asset.
• Excellent analytical, trouble-shooting and problem-solving skills with a focus on quickly identifying and resolving customer issues.
• Keen organizational skills with the ability to multi-task and prioritize conflicting demands effectively under tight time constraints.
• Ability to establish effective working relationships and collaborative work approaches with internal and external contacts.Must be self-motivated and able to work with minimum supervision * Beyond the initial training period, this role will consist of 4x10 hour shifts per week and will require evening and weekend work. Hybrid working is available with a minimum of 2 days working in the office per week.*