Customer Support Consultant

As construction’s most trusted safety platform, Hammer Tech has a team focus where we build safer, smarter, better – together. Our workforce is committed to individual and team empowerment so that our innovative approach is sustained, the growth in our capability is continuous and we excel in enhancing safety within the construction industry.

Established in 2013, with the vision of becoming the international benchmark in online safety and quality management, Hammer Tech is now the leading choice for large construction companies, managing safety and quality for over 500,000 people on construction sites across Australia, New Zealand, North America and Europe.

We offer a hybrid working model to support an inclusive and balanced work culture.

To support the significant growth and development of the organization, we are seeking the expertise and capability of Customer Support Consultant to join our dynamic team.

The main purpose of this role is to become a Hammer Tech customer support expert. You will apply your skills and knowledge to aid and support our customers through answering phone calls, responding to tickets (emails), problem solving technical issues, and providing customers with basic training. You are the face of the business and act as a conduit for the customer, liaising with other departments when and as needed.

• Provide general phone and email support to our customers
• Provide more advanced technical assistance and solutions as required
• Apply application expertise to identify problems, investigate causes and recommend solutions
• Work in conjunction with Development to resolve system bugs and glitches
• Communicate with Product to provide customer feedback about new features and improvements
• Assist in configuring, updating and managing client systems
• Update online support articles as required
• Participate in ad hoc project work as required
• Undertake continuous improvement activities as directed and required
• Other duties as required from time to time

Everyone at Hammer Tech lives by our company values of United, Innovative and Authentic and we hope you’ll help us bring these to life in your role.

While you may not come from construction or technology, we know you’ll fall in love with the industry. It’s known for passionate and caring people, team players and avid problem solvers who want to build a better world. With your help as Customer Support Consultant, we’ll help construction build safer, smarter, better—together.

• Customer support/help desk experience for a software company or equivalent commercial experience in a support role
• Experience in either product software support or application support
• Analytical problem-solver with demonstrated experience in troubleshooting login issues and user-process issues
• Experience in process improvement and configuration and implementation of software solutions
  
  Experience with in or understanding of the building and construction or similar industry (preferred but not essential)
• Excellent written and verbal communication skills
• Strong problem-solver with a positive can-do attitude
• Motivated self-starter who is proactive and takes initiative
• Not afraid to suggest process improvements
• Enjoys working through complex challenges looking for solutions
• Enjoys working in a small team where trust and reliability are crucial
• Have a capacity to build and foster strong relationships
• Able to manage competing priorities and meet targets and timelines

We recognize many of the skills we’ve developed over our careers are often transferable. We believe that creativity, enthusiasm, and drive are the keys to success.…