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Customer Support Engineer

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AMCS GROUP - DIGITAL WAYS TO A CLEANER WORLD

Do you want to work for a company with Irish roots and a global impact? A leader in environmental services, AMCS is a trailblazing software company that guides and supports other businesses on their journey towards sustainability.  

AMCS leads the way

The AMCS team is at the cutting edge of technology. Companies come to AMCS to achieve their sustainability strategies as we help companies to reduce their carbon footprint and work in a more environmentally conscious way. AMCS has created digital ways to a cleaner world.  

What we do

AMCS is a global leader for integrated software and vehicle technology for the environmental services industry. AMCS delivers enterprise cloud-based software solutions worldwide supporting over 2,650 customers in 22 countries. AMCS employs over 700 people across 11 countries, headquartered in Ireland with offices in North America, Europe and Australia.

Our people

AMCS offers team members more than just a job, but an opportunity to map out a career with a company that is growing, evolving and setting out new ways of working that are having a positive impact on the world around us. AMCS was established in Ireland and holds onto those local roots and ‘start-up’ mentality with a culture of connection. Connection to our work, our customers, our colleagues and our community that creates a working environment that fosters openness, collaboration and creativity.

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What are your tasks as a Support Desk Professional?

  • Provide first line support to customers for software product support / requests for AMCS customer base and ensure that all calls/responses meet AMCS Quality standards and KPI’s.
  • The majority of these tasks will have a strong emphasis on executing a correct intake, executing initial triage so that it is assign to the correct support engineer as per our processes.
  • Be part of a first response team NOC (Network Operation Centre) for monitoring AMCS Cloud Customer alerts. Perform initial triage of alerts using Azure Insights and manage communications internally and externally.
  • You will be involved in continuous improvement program to identify frequent alerts and put measures in place to either prevent them from reoccurring
  • You will be part of a team who takes ownership of making sure our SLA (Service Level Agreement) is being met. This is done by making sure that the correct priority is assigned to the support case and monitoring the follow up.
  • You will be part of a small and enthusiastic Customer Support Team of which their mission is to give excellent support to our customers.

 

What are your skills?

  • Experience in a customer facing role is desirable but not essential.
  • Proven ability to work on own initiative.
  • You have excellent communication skills (writing as well as speech). You are not shy to keep asking questions to our customers in order to get to the bottom of things for a flawless intake.
  • Strong understanding of the Microsoft Office Suite
  • You have excellent analytical skills.
  • You can operate independently as well as in a team.
  • You are customer focused.

 

What isn’t a must but is a big plus?

  • Generic knowledge or experience about/with ERP software a plus
  • Some experience with customer contact on a help desk or customer contact center.
  • IT related discipline


 

LocationSydney
CountryAustralia
CategoryCustomer Support & Success
TypeFull Time
ExperienceNA
LanguageEnglish
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