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Technical Support Specialist

nimbus - Melbourne, VIC

Source: uWorkin


nimbus Cloud specialises in solving complex Workforce Optimisation (WFO) problems with simple and intuitive cloud-based solutions. Our products are designed to help businesses operate with improved efficiency, compliance, and workforce flexibility.

Our three-core pure cloud solutions are:

nimbus Time2Work is a highly configurable, easy-to-use WFO solution, providing controls which empower employees and guarantee regulatory compliance. nimbus Time2Work is built for front of house employees in an array of industry verticals, including: Health (Public and Private); Education (Universities and Higher Education institutions); Justice (Prisons, Detention Centres, Prison Escort Services, Courts); Border Control (Civilian and Military airports), including air traffic control towers; Retail (Store, Warehouse, and Online Operations); Hospitality (Mid-Large Scale Events, Restaurants, Food and Beverage Outlets); and UK, Australian, and US Government contracts.

nimbus Connect provides a human optimisation platform for WFM contact centre and back-office employees. Facilitating cloud connectivity with unique US Patented Access Controls (PAC controls), ensuring the clients' legal and corporate compliance, employee engagement, and best practice customer service.

nimbus Hub assists the world’s leading Telecommunications companies manage their VOIP telephony infrastructure for clients, facilitating an automated mission critical Disaster Recovery Management plan for unforeseen events (Covid-19) and/or commercial restructure.

Our core focus is to provide customer configured solutions to ensure our proven patent process enables businesses to be confident they have the best security, compliance, and employee management system available.

About the role

Organizational Positioning of the Role

Reporting to the CCO, the Technical support specialist would be a part of the Support team.

Key Responsibilities

  • Responding to Help Desk service system tickets, Phone and Email support requests.
  • Infrastructure support of our SAAS product offering.
  • Logging of all incidents/ requests within service system, and keeping customers updated with progress regarding resolutions, whilst maintaining good communication throughout
  • Be involved in testing activities, major releases, upgrades, development, modification of templates and other documents
  • Supporting user administration and documentation creation and management.
  • Conducting web-based training and best practice presentation to client group.
  • Participate in Infrastructure improvement projects with our Professional Services Team as well as new client deployments.

Knowledge and Experience

  • Must have strong written and clear verbal communication skills to effectively engage at a technical and non-technical level across a diverse customer base.
  • Excellent Customer Service skills with Level 1 and 2 Support experience. Building and maintaining effective relationships both with client and internal stakeholders
  • Troubleshooting, problem solving, and prioritization skills.
  • Ideally, previous experience with Workforce Management software and Helpdesk solutions (Freshdesk, Confluence and JIRA).
  • Experience with Microsoft Azure, SQL, Office 365, and Cloud Based technology preferred.

As part of the nimbus Cloud team, you will receive dedicated support, including real career progression opportunities tailored to suit your individual needs and career aspirations.

 At nimbus Cloud you will enjoy a collaborative culture and hybrid work model which offers flexibility and work life balance.

All nimbus Cloud employees are entitled to benefits like annual leave, birthday leave and get an exclusive access to discounts and freebies.

nimbus Cloud is an equal opportunity employer. We celebrate diversity and are committed to creating a safe and inclusive environment for all employees. We encourage job applications from Aboriginal people, people with disabilities, and people from culturally diverse backgrounds.

Find out more about the exciting work we do at nimbus and follow our journey on LinkedIn.