PROAGRICA

Explore how you can grow

The future of food sustainability is complex. That’s why over 20,000 customers across five continents rely on our cutting-edge networks, workflow tools and analytics platform to drive change. The key to our success is our ability to empower people to revolutionise the agri-food and animal health supply chains. Therefore, if you bring curiosity, ambition and inventiveness, we will help you think big, aim high, and explore more.

IT Service Desk Support Analyst - Level 1

The successful candidate will join a dynamic team to provide Support for IT systems and integration solutions used by large and prestigious businesses in the Australian and New Zealand agri-food and animal health supply chain.

These solutions include EDI/B2B and IT system integrations, as well as web and mobile apps all designed to help these companies to do business more efficiently and engage better with their customers.

Proagrica is a very customer focused organisation and the chosen candidate will be motivated by achieving customer success and providing an exceptional level of service.

The role provides training, career progression, skill building and the opportunity for unbeatable industry experience working with large companies.

This full time, permanent role is based in Norwest – a short walk from the Metro.

Qualifications

• University graduate (from an IT related program)
• 1+ years of experience in SaaS customer support role

Accountabilities

• Report to the Support Team Lead.
• Work in a team with other experienced Support Analysts based locally and in offices in UK, Europe, South Africa and the United States
• Provide client support and issue resolution via E-mail, telephone, and other electronic medium
• Work closely with customers, building a good working relationship
• Create, manage, and resolve support tickets raised against technical issues within agreed time limits
• Monitor the Proagrica applications and services, ensuring issues are escalated/resolved
• Troubleshoot problems with Proagrica hosted applications/services and client applications
• Support the roll-out of new applications/customers
• Working on Change Requests.

Required Skills and Experience

• Be highly self-motivated and pro-active
• Experience in SaaS customer support role
• Excellent customer service skills and a desire to help people
• Have strong communication and documentation skills (written and oral).
• Have a good working knowledge of MS Windows and Unix/Linux OS
• Have a working knowledge of XML concepts
• Have a good understanding of relational databases and SQL Queries
• Demonstrate an analytical approach to troubleshooting
• Possess a team player attitude and excellent interpersonal skills with the ability

Although not required, any knowledge or experience in the following will be highly regarded:

• XSLT/XPATH
• Server administration
• Previous experience in IT support
• MySQL