Closing Date 2025-03-25
PLAY LABS
SENIOR SUPPORT ENGINEER/SUPPORT ENGINEER
HERE'S YOUR OPPORTUNITY TO WORK FOR AN AUSTRALIAN BASED COMPANY WITH THE POSSIBILITY TO WORK IN AUSTRALIA
Are you planning to take the next step of your career with an international exposure, new opportunities to grow and develop your skills? Then SPIL Labs (Pvt) Ltd. is the perfect place to make your dream come true.
SPIL Software, headquartered in Australia, is a global leader in providing vertical software solutions to the global flat glass industry with offices in Australia and the USA. SPIL Labs (Pvt) Ltd. is the Research and Development centre based in Sri Lanka with a 100% revenue stream from international customers with a staff of over 65 employees focusing on building innovative software solutions using complex algorithms, technical support, and consulting.
Candidate's Profile
- Bachelor's degree in Computer Science, Information Technology, or related field, or equivalent work experience.
- 2+ years of experience in technical support, preferably with ERP or industry-specific software solutions.
- Familiarity with delivery and logistics applications, including barcode and QR code scanning, route optimization, and loading/unloading workflows.
- Strong troubleshooting and problem-solving skills.
- Excellent written and verbal communication skills, with a customer-first attitude.
- Ability to work independently as well as collaboratively within a team.
Job Description
- Provide Tier 1 and Tier 2 technical support for our ERP system.
- Respond to client inquiries via email, phone, or chat, maintaining excellent customer service standards.
- Troubleshoot and resolve issues related to software functionality, integration, and data inconsistencies.
- Assist clients in understanding and implementing features, including barcode scanning, QR code use, route optimization, and weight tracking within our delivery application.
- Escalate complex technical issues to senior engineers or development teams when necessary.
- Maintain documentation of support activities, issues, and solutions for both clients and internal reference.
- Participate in regular client calls, helping to resolve any pending tickets and ensure continued satisfaction.
- Work closely with the development team to relay feedback and bug reports, contributing to product improvements and updates.
- Contribute to knowledge base articles, FAQs, and other self-help resources to empower clients to resolve common issues.
Preferred Skills
- Understanding of SQL databases and basic query skills.
- Familiarity with issue tracking systems and support ticketing tools.
- Knowledge of network fundamentals, integrations, and APIs.
What we offer
- Attractive Remuneration Package
- Opportunities to progress in a clear Career Path
- Regular Social Benefits
SEND YOUR CV TO careers@spil.com.au
