As a Product Support Officer at Insight Data Solutions (IDS), you will become an expert in our SaaS-based valuation product, VM Online. You will manage product-related inquiries from our government clients, resolving basic troubleshooting issues to more complex queries. Working with the product and engineering teams, you’ll play a pivotal role in improving the product and ensuring smooth operations for our clients, including valuation firms and auditors.

Jobs In Australia Product Support Officer – SaaS Product Support for Government Sector

Position Overview

We are seeking a Product Support Officer to join Insight Data Solutions, providing SaaS product support to our government clients. The role offers hybrid working, a supportive team, and opportunities for career growth in product management. You will take full ownership of the lifecycle of support requests, ensuring clients receive exceptional service and guidance for our SaaS valuation product, VM Online.

Job Description

As a Product Support Officer at Insight Data Solutions (IDS), you will become an expert in our SaaS-based valuation product, VM Online. You will manage product-related inquiries from our government clients, resolving basic troubleshooting issues to more complex queries. Working with the product and engineering teams, you’ll play a pivotal role in improving the product and ensuring smooth operations for our clients, including valuation firms and auditors.

Key Responsibilities

• End-to-End Support: Manage the lifecycle of support requests submitted via online portals, emails, and occasional calls.
• Troubleshooting: Diagnose and resolve software issues, providing guided troubleshooting and solutions.
• Collaboration: Engage with product and engineering teams to resolve complex issues and report bugs.
• Documentation: Contribute to updating and maintaining the user knowledge base and product documentation.
• Customer Feedback: Relay customer feedback and potential product improvements to the development team.
• Learning & Expertise: Develop a deep understanding of property valuation software and government valuation processes.

About the Team

Insight Data Solutions (IDS) is dedicated to driving efficiency and transparency in the property valuation process for government entities. As part of a “business within a business,” our team works to eliminate bottlenecks and improve the delivery of valuations for councils and other government organizations. We offer a collaborative, flexible culture that encourages career growth and development in various product roles.

Ideal Candidate Profile

The ideal candidate will have:

• ESSENTIAL
  • Proven experience in IT/software support or online helpdesk roles.
  • Experience with Jira and Confluence platforms.
  • Exceptional customer service skills.
  • Strong problem-solving and time management abilities.
  • Excellent written and verbal communication skills.
  • Ability to quickly learn complex systems.
• BONUS:
  • Experience in PropTech or Real Estate.
  • Relevant degree or qualifications in IT or Software.

Why Choose Insight Data Solutions?

• Work-Life Balance: Flexible work options to suit your lifestyle.
• Supportive Culture: A welcoming environment where you can be yourself and thrive.
• Perks: Access to Perkbox discounts, top-tier parental leave, and wellbeing policies.
• Growth: Continuous learning and career advancement opportunities.

Next Steps

We’re excited to hear from you! Apply now, and if your profile matches the role, one of our recruitment consultants will get in touch with you soon. We value diversity, equity, and inclusion, and encourage applicants from all backgrounds to apply.

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