Product Support Specialist

Join a global professional services leader. We are committed to solving the world’s biggest challenges in the areas of water, energy and urbanization.

**About the job**:
We are looking for a responsible **Product Support Specialist **to join our team; you will be the face, or rather, the voice of the company. The incumbent will support and manage issues and requests reported by customers including prioritizing, documenting, and actively resolving tickets and escalating incidents when considered appropriate and necessary to maintain SLA expectations. Problem resolution will involve the use of knowledge bases, advanced features within our software, web browser and service desk tools.

**About you**:
As the first point of contact you will deliver exceptional customer service and provide information and knowledge transfer. Reporting to the Customer Service Manager, you will also get the chance to flex your problem-solving skills using a combination of your technical strengths and your advanced level understanding of our products by resolving and/or escalating any challenges or issues reported by the customer.

**What you will do**:

- Build rapport and elicit problem details from service desk customers
- Prioritize incidents and service requests according to defined processes to meet defined SLAs
- Record, track, and document the service desk incident-solving process, including all successful and unsuccessful decisions made and actions taken, through to final resolution
- Escalate incidents with accurate documentation to internal escalation teams when required
- Follow up and make scheduled call backs to customers where necessary
- Reinforce SLAs to manage customer expectations
- Research solutions through internal and external knowledgebase as needed
- Identify and learn appropriate software used and supported at GHD Digital
- Test fixes to ensure an incident has been adequately resolved
- Contribute to customer knowledgebase as needed
- Provide suggestions for continual improvement
- Understand and follow business processes and procedures
- Stay current with product changes, and updates

**Requirements**:

- Minimum 1-3 years of experience in Customer service and support or similar role
- Comfortable responding to and making phone or video calls to customers
- Able to communicate clearly and effectively, orally and in written format
- Active listening skills
- Multi-tasking capabilities
- Strong documentation skills
- A strong desire to learn
- Working knowledge or experience with bidding platforms such as Merx, Biddingo or Bids & Tenders preferred.
- An understanding of buyer, seller relationships
- A basic understanding of procurement bidding process
- Basic understanding of bid solicitation types, i.e., RFP, RFQ & Invitation to tender
- Knowledge of public sector procurement process is preferred
- Working knowledge of web browsers and their general functions
- Knowledgeable in ITIL Foundations principals
- Fluent in written & spoken English in order to provide excellent communication and client support

As a multicultural organization, we encourage individual achievement and recognize the strength of a diverse workforce. GHD is an equal opportunity employer. We provide equal employment opportunities to all qualified employees and applicants without regard to race, creed, religion, national origin, citizenship, color, sex, sexual orientation, gender identity, age, disability, marital status or veteran status.

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**Why GHD?**

Being the best we can be is in our culture.
We are a family of smart, innovative and creative problem solvers. In our employee-owned company, everything feels like it matters more. Challenge us and help us come up with new solutions to ensure water, energy and urbanisation are made sustainable for generations to come.

**Our commitment to you**

Commitment is a powerful word that defines how we do business, how we serve our clients and how we care for one another. We will support your needs by giving you the tools to do your best work and then recognise achievements. We will set your curiosity free to allow brilliant minds to do their best work. We will invest in new ideas, removing barriers where we can. Finally, we will encourage you to collaborate with thousands of diverse people across our global business.

**Who we**
**are**

We are committed to solving the world's biggest challenges in the areas of water, energy and urbanisation. GHD is a global professional services company that is a leader in engineering, construction and architectural expertise. Established in 1928, we remain wholly owned by our people. We are 10,000+ diverse and skilled individuals, yet we are proudly ‘One GHD’ across more than 200 offices, spanning five continents - Asia, Australia, Europe, North and South America, and the Pacific region. Delivering extraordinary social and economic outcomes, we are passionate about building lasting relationships with our partners and clients.