Support Account Lead

This position requires a passion for support, which includes the correct intake, assignment, and monitoring of various software related requests and issues. We are looking for a professional who loves to operate independently as well as in a team in a complex and diverse environment. Our Support Account Lead should have a strong customer-centric approach, who can put themselves in our client's shoes to understand their business. They will be able to relate to the business needs and work with our development team to drive customer satisfaction and help guide the product to be best-in-class.

What are your tasks as a Support Account Lead?

• Provide first line support to customers for incidents / requests for AMCS customer base and ensure that all calls/responses meet AMCS Quality standards and KPI’s.
• Address and resolve incoming application questions and incidents from end users
• Document all pertinent end user identification information in our CRM database
• Attending and lead client meetings, meetings with 3rd parties and stakeholders.
• Managing client accounts from HyperCard through the life cycle on their contract.
• Ability to perform root-cause analysis on recurring system issues.
• Record, track, and document the problem-solving process
• Test fixes and perform post-resolution follow-ups to ensure adequate resolution of issues.
• Ability to identify and diagnose billing errors, data errors and system defects promptly. Assessing the risk and impact to the client and to our business.
• Able to assess compliance impacts related to the rules and regulations in the energy market.
• Liase with development team for level 2+ defect investigation and resolution.
• Manage client change requests from inception through to delivery.
  
  

What are your skills?

• Experience as an Account Lead or higher-level client service role
• You can operate independently as well as in a team.
• You have excellent communication skills (written as well as spoke). You are not shy to keep asking questions to our customers in order to get to the bottom of things for a flawless intake.
• Excellent time and work management skills.
• Strong understanding of the Microsoft Office Suite
• You must have the ability to manage multiple workstreams (Calls and Support portal cases) and ensure all daily responsibilities are fulfilled.
• You have excellent analytical skills.
• You are customer focused.
  
  

What isn’t a must but is a big plus?

• Knowledge in the Australian energy market is highly desirable. Mass market (Residential and Small / Medium Enterprise) as a focus. Commercial & Industrial experience preferred but not required. Our team encourages you to learn on the job!
• Experience with billing systems would be looked on favourably, and utilities billing systems even more so.
• Bachelor’s degree in Information Technology, Computer Science, Computer Engineering or equivalent experience
• Experience in the Microsoft Azure portal, including Application Insights
• Some experience with customer contact on a help desk or customer contact center.
• Azure Fundamentals certification
• Salesforce System Experience
  
  

Who We Are

Sustainability software specialist, AMCS, is headquartered in Ireland, with offices in Europe, the USA, and Australasia. With over 1,300 highly-skilled employees across 22 countries, we specialize in delivering technology solutions to facilitate a carbon neutral future.

What We Do

Our innovative SaaS solutions increase efficiency and boost sustainability in resource-intensive industries. Over 5,000 customers across 23 countries already benefit from our Performance Sustainability software, ensuring we deliver practical solutions for improved profitability and environmental resilience across the globe.

What We Offer

• Health insurance for you and up to three dependents from Day 1
• Allowances
• 25 days of leave
• Access to a learning platform for skill training with progress tracking