Support Engineer – ALM (Melbourne)

A Technical Support Analyst is needed to join our growing team and will play a pivotal role providing our customers with outstanding 1st and 2nd line technical customer support.

We are the world’s largest vendor of museum management software, serving over 3,000 customers in over 30 countries. With offices in the UK, Europe, Middle East, North America and Australia, we deliver powerful software solutions to natural history museums, cultural history museums, art museums, herbaria, botanic gardens and archives across the world. We are considered as leaders in our field with our technology used by many of the largest and most well recognised museums and institutions in the world.

Reporting to the Customer Services Manager, you will build and maintain relationships with our customers via telephone, e-mail and face to face – providing outstanding support during and after the installation and configuration of our software products. You will identify the source of problems, recommend solutions and notify the development team to make any product enhancements. Full training on our products, technology and internal processes will be provided.

To qualify for this role… you will need

  • Prior software support experience (2-3 years) in a customer-facing position

  • Any relevant technical experience, such as:

    • Database management – SQL server or equivalent

    • IIS – Internet Information Systems

    • XSLT

    • Programming languages (C/C++ is highly desirable)

    • Bash or Perl scripting

    • UNIX platform (desirable)

  • Ability or past experience in delivering training courses to end users

  • Outstanding customer service skills, including the ability to communicate clearly and effectively via e-mail, over the phone and face-to-face

  • The ability to effectively prioritise workload and balance customer demands

  • Strong problem-solving skills and logical thinking

  • The ability to work effectively in a team

  • An interest in the Cultural & Heritage sector (Museums, Galleries & Archives)

This is an excellent opportunity for any motivated individual looking for a career with a global software and services company offering excellent career progression and a unique and fun work environment. Axiell also offers employees the option of a hybrid / flexible work schedule.

Don’t meet every single requirement? At Axiell, we are dedicated to building a diverse and inclusive workplace and are committed to the principles of employment equity. If you’re excited about this role but your past experience doesn’t align perfectly with every qualification, we encourage you to apply anyways and tell us why you are the perfect candidate we’re looking for!

To apply, please send us your up-to-date resume and covering letter explaining why you are interested in the position, how you are uniquely qualified for the role, and your salary expectations.

Axiell is an employer committed to the principles of employment equity. We therefore encourage applications from women, Aboriginal peoples, visible minorities, persons with disabilities, and persons of all sexual orientation or gender identity.

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