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    Global Services Specialist - Brisbane, Australia - Wenco International Mining Systems

    Wenco International Mining Systems
    Wenco International Mining Systems Brisbane, Australia

    2 days ago

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    Description

    ‍

    Wenco International Mining Systems (

    As Wenco continues to grow rapidly and build our next generation of technology, we need a wide range of professionals to help us achieve our objectives. We are committed to providing a stable yet exciting work environment that allows every employee a chance to build and grow their career.

    We are currently seeking a full-time Global Services Specialist - Safety to join our office in Brisbane, Australia.

    The Global Services Specialist will work with Customers and Partners globally to ensure the correct implementation and usage of Wenco safety solutions (Fatigue Management and Collision Awareness). The Specialist will be required to provide advanced support to our Level 1 support resources and partners globally, analyse data, rollout of hotfixes, as well as develop and document proposals and enhancements to improve the Wenco Safety solutions to meet the end user's business needs.

    ‍

    Key Deliverables and Responsibilities

  • Provide Technical support to level one support resources and partners globally.
  • Technical support and troubleshooting for hardware, software, and interface issues.
  • Manage the Mobile Device Management (MDM) system and service provider.
  • Analyse and report on Case Data from CRM system (Jira, Zendesk or equivalent).
  • Analysing customer usage and event data.
  • Incident investigation and report facilitation.
  • Identify, develop and implement best practices regarding setup, configuration and use of safety solutions.
  • Develop Technical documentation, communications, and training material.

    • ‍

    Experience, Knowledge, Skills, and Abilities

  • +3 years Technical support experience.
  • Experience in using CRM support tools JIRA / Zendesk / Confluence) for Technical products.
  • Experience in managing Tickets/cases and analysing case data.
  • Experience using Mobile Device Management system (SAAS Model).
  • Experience in drawing up technical documentation.
  • Technical trouble shooting experience (Hardware and Software).
  • Technical Account Management experience.
  • Analytically minded with attention to detail.
  • Customer centric belief and attitude.
  • Experiencing providing training to support staff would be beneficial.
  • Knowledge of mining and safety sector would be beneficial.

    • ‍

    Education

  • Degree or Technical equivalent in Computer Science, Software Engineering, IT or Engineering field

    • ‍

    Travel

  • Up to 10% domestic and international travel.

    • ‍

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