Support Analyst

Job Title: Support Analyst

About Us:

Precise Business Solutions is a well-established software business (we celebrate our 27th anniversary this year), specialising in the provision and implementation of Epicor ERP software, as well as our own companion software applications. With people in Perth, Melbourne, the UK, New Zealand, the Netherlands and the US, we have a global team of over 50 people.

Job Summary:

We are seeking a service-oriented Support Analyst to join our software support team in Mount Hawthorn, Western Australia. The Support Analyst will be responsible for providing support for the software solutions that we offer at Precise, including our own in-house developed Epicor ERP companion products. The role requires delivery of excellent customer service and high levels of product and technical support to our customers, partners and internal resources.

About You:

- Excellent customer service skills

- Exceptional communication skills

- Strong problem-solving abilities

- Passion for finding IT solutions

- Detail-oriented with precise documentation skills

- Ability to work effectively within a multi-cultural team

Responsibilities:

- Log support requests and analyse issues reported by customers.

- Provide follow-up calls to ensure customer satisfaction.

- Progress or escalate support requests as needed.

- Log product defects for further investigation.

- Resolve support requests efficiently and effectively.

-Maintain accurate time records for all activities performed.

-Contribute to the evolution of Precise Products by suggesting and developing product enhancements.

Qualifications:

-Experience in a technical support role within the IT industry

-Familiarity with software development processes

-Certifications such as CompTIA A+ or Microsoft Certified Solutions Associate (MCSA) is a plus

What We Offer:

Free Parking

End of Trip Facilities

Family Friendly Work Culture

Employee Assistance Program (EAP)

Clear Development Pathways

Coffee Machine

Fresh Fruit and Biscuits

Regular Social Events