Software Support Specialist

Description

AEM (Advanced Environmental Monitoring) is the global leader in innovative mission critical weather, wildfire and water monitoring and intelligence solutions. We aim to be the world’s essential source for environmental insights – enabling decisive action and positive outcomes for our customers and their constituents. Our family of innovators offers world-class hydrometeorological technologies and services, including sensors, dataloggers, telemetry, and advanced analytics and software. Our technology and services empower the communities and organizations to survive – and thrive – in the face of escalating environmental risks.

The Software Support Specialist is responsible for customer support and onboarding across the AEM family of brands. This position will have an emphasis on support for software applications and will include ongoing technical support and troubleshooting, software implementation and configuration, and customer onboarding and training. This position will report to the Software Support Manager. 

Note that while this position is fully remote, the successful candidate must be based in Australia and must be eligible to work in Australia without company sponsorship.

Job Responsibilities: 

Ongoing Software Support

• Receive and respond to customer inquiries through phone, email, and web-based chat.
• Document and track activity using designated CRM/ERP solutions and by following outlined support processes.
• Provide technical support including troubleshooting software application issues, data feed interruptions, and providing answers to frequently asked questions.
• Support client deployments in conjunction with technical services, engineering, and other technical support teams throughout the customer lifecycle. 
• Edit and expand existing documentation, including knowledge base articles, instructions, and video library.
• Continually enhance knowledge of the company’s products and services to be able to provide the highest levels of support over time.

Implementation and Onboarding

• Fulfill software licenses and customize configurations for new software deployments.
• Facilitate the customer onboarding process within the existing, defined structure and guide getting started activities with customer through to the completion of the project.
• Conduct targeted software training sessions for customers to introduce a range of user types to the skills needed to utilize and maintain their software solution.

This job description may not be inclusive of all assigned duties, responsibilities, or aspects of the job described, and may be amended at any time at the sole discretion of the Employer.

Requirements

• Degree or certificate in business, science, technology, engineering, or another related area of study; or equivalent years of experience.
• 2+ years of experience applying customer support methodologies in the technology industry.
• Demonstrated ability to provide support through all stages of the customer lifecycle, from implementation and onboarding to training, ongoing technical support, and troubleshooting hardware and software components.
• Knowledge of or desire and ability to learn and apply software configuration and Internet communication skills to perform troubleshooting with environmental data transfer.
• Effective written and verbal communications skills with the ability to explain complex subjects to non-technical audiences.
• Excellent analytical, problem-solving, organizational, and time management skills.
• Proficient with Microsoft Office, including Word, Excel, Outlook, PowerPoint, and Teams.
• Extremely responsive with strong interpersonal skills and a commitment to customer satisfaction.
• Capable of working independently and managing multiple priorities with minimal supervision.
• Comfortable collaborating with cross-department groups in a matrix organization to find the best solution to provide to customers.

Preferred Experience:

• Experience delivering customer-based product training onsite and remotely via Microsoft Teams, GoToWebinar, or similar platform.
• Previous use of Salesforce, NetSuite, or similar CRM applications for onboarding, support ticketing, and software fulfillment.
• Background or interest in environmental sciences and industry, including meteorology, climate, hydrology, or wildfire.
• Familiarity with operating within Linux environments and/or with SQL databases.
• Basic programming skills with languages like Python, HTML, CSS, or JavaScript are a plus but not required.
• Familiarity with Bureau of Meteorology software platform Enviromon.
• Familiarity with hydrologic data protocols and formats commonly used in Australia, including: Enviromon UDP messages, ALERT1 (ERTS, ERRTS), Hydrological Comma Separated (HCS) file format, HHRR files, and Hydrological Event Data Interchange Format (Commonly known as HyData or HHRR).
• Able to travel domestically on a limited occasional basis.

Additional Information: 

• As this role will support clients across businesses and government, the candidate must be able to pass a federal background check. 
• This is a fully remote opportunity based in Australia. 
• Must be eligible to work in Australia without company sponsorship, now or in the future, for employment-based work authorization. 

AUS Compensation Range: A reasonable estimate of the current salary range for this position is $60,000 - $85,000 AUD per year/hour. Please note that the salary information is a general guideline only. AEM considers a wide range of factors such as (but not limited to) scope and responsibilities of the position, candidate's work experience, education, licensure and certifications, key skills as well as other market and business considerations when extending an offer. The disclosed range estimate has not been adjusted for the applicable geographic differential associated with the location at which the position may be filled. 

This position will accept applications on an ongoing basis and will be closed once the position is filled. 

AEM is an Equal Opportunity Employer.