Customer Care Consultant – Tech Support

About the role

The Customer Care Consultant provides technical support to RIB customers, acting as the primary point of contact for incident resolution and software assistance. The role works closely with Customer Success and Development teams to ensure timely, effective service delivery.

Key responsibilities

• Provide technical support via phone, tickets and remote assistance, including out‑of‑hours support for critical incidents.
• Raise, analyse, track and resolve support incidents, diagnosing application, licensing and configuration issues.
• Document investigation findings and solutions, and collaborate with the development team on complex problems.
• Update knowledge‑base articles and share best practices with the support team.

Required profile

• Experience in a customer‑facing support function such as a service desk or technical support.
• Tertiary degree in IT or equivalent professional certifications.
• Australian citizenship (defence clearance requirement).
• Strong communication, troubleshooting and problem‑solving abilities.

Required skills

• Microsoft Windows and Windows Server administration.
• Microsoft Office suite.
• Internet browsers and web technologies.
• Basic computer networking concepts and TCP/IP fundamentals.
• General computer hardware knowledge.