Job Description Summary

An exciting opportunity has arisen to join Chevin Fleet Solutions Global Support team as an Application Support Analyst based remotely in Australia.

Chevin are recognised as the world leading Fleet Management software provider with offices in the UK, Belgium, France, Australia and America, having customers in over 180 countries around the world.

Who we are and what we do?

For 30 years we have been developing and building innovative solutions for the fleet management industry and now our products and services are used by some of the world’s leading companies such as Porsche and Ford through to global freight businesses and local authorities. We have built a powerful platform that makes managing costs and compliance simple. Using multiple micro-services, we can deliver a modularised suite to manage everything from vehicles, assets, all the way to people, drivers and technicians.

What’s the culture like?

Our focus from day one has always been to entice and excite the best talent globally and support them to do great things across our five locations. Creativity solving problems, passion for our customer’s experience and a pride in our work drives constant innovation. Our teams embrace change to help us scale and realise our goal of creating next generation applications.

What we need?

An exciting opportunity has arisen to join Chevin Fleet Solutions Global Support team as an Application Support Analyst based remotely in Australia. Chevin are recognised as the world leading Fleet Management software provider with offices in the UK, Belgium, France, Australia and America, having customers in over 180 countries around the world.

What you will be doing in the role:

• As part of our Global Support Team, you will be providing application support for our Fleet Management Solution
• Our Support Team operates on a follow-the-sun basis, so you will be assisting customers in Australia but also our customers from other regions
• Providing support via email and telephone using Zendesk
• Taking ownership of incidents and thoroughly investigating by means of replication or background analysis of the incident to provide a solution
• Work to SLA targets to ensure that resolutions are in place in a timely manner
• Use of Microsoft SQL Management Studio to query table data to extrapolate the cause(s) of issues
• Accurately logging all communication via Zendesk
• Ensuring that all communication is professional, empathetic and courteous and you are working to continuously ensure the company’s high standards of customer service
• Identifying bugs in the system and logging the incidents with detailed replication steps to the development team to correct
• Document functionality, useful information and replication steps on the support knowledge base to increase the team’s knowledge of bespoke functionality
• Deploying software on our Azure hosted environment and customers virtual machines
• Working with the local Australian and Global Customer Success teams to proactively engage customers to identify opportunities to drive additional customer value from the use of Chevin products, supporting customer satisfaction, advocacy and additional Chevin revenue opportunities
• Any other work deemed within your capability, skill and knowledge level as required by the business

What experience you need to have:

• Application support experience of 3+ years
• You must be analytically minded, a great problem solver, have an excellent attention to detail and most of all be a team player
• While you are part of a global team, you must also be a self-starter and able to work autonomously
• Proven experience in technical customer support and working in an application support role, preferably supporting SaaS products
• Strong experience and understanding of how SaaS product work and are architected
• Excellent written English language skills with excellent telephone manner
• Strong questioning and listening skills
• An intermediate to expert knowledge of Microsoft SQL and managing databases
• Experience building strong relationships with clients, showing empathy and de-escalating incidents
• Able to work under pressure and experience of working in a fast-paced environment
• Experience with managing tickets and prioritising your workload
• Must have hunger to learn new skills

Would be great (but not essential) if you had:

• Understanding of JavaScript and C#
• Experience of ticketing systems like Zendesk
• Experience of Microsoft Azure
• Experience of working in the SaaS industry
• Experience in the Fleet Management industry
• Experience using Microsoft Server and IIS
• An understanding of APIs, web services and integrations
• Experience working in or closely with a Customer Success team.

Please note that we are unable to support applications for this role from candidates living outside of Australia at this time.

To be considered PLEASE formally apply to the role and not through LinkedIn in order for your application to be seen.

Thank you!