Data Solutions Support Specialist

The Role Reporting to the Senior Manager, Global Technical Support as a Data Solutions Support Specialist, you are a level 2 subject matter expert and member of a best-in-class Global Support Team, that acts as the first and second point of contact for many of our end users around the global. As a member of this team, you will provide hands-on technical support to ensure that customer inquiries are handled professionally, efficiently, and in a timely manner. You may also be called on to assist the regional sales and technical teams with implementations, onboarding, and training. The value our Support Team contributes to the success of our customer is of key strategic importance to the future of the company. We aim for a best-of-class Support organization with the ability to scale effectively as we continue to grow. In this role, you will have the opportunity to: Deal directly with customer to provide accurate and timely resolutions to their inquiries, primarily by email, telephone, or remote sessions. Efficiently prioritize and triage technical support requests based on the issues presented. Follow up and track open support tickets to ensure satisfactory resolution. Work closely with the Data Solutions Team to develop onboarding and training content. When required, deliver, or assist with virtual or in person onboarding and training. Provide deployment assistance for the Data Solution Team. Creation of Self-Help Content Assist in the creation of Self- Help content such as quick start guides, learning paths, and On-Demand Training materials. Using the principles of KCS (Knowledge Cantered Support), contribute to the creation of structured, re-usable content for the knowledge base. Look for opportunities to improve processes and, where appropriate, design a solution and champion its adoption. When something has gone wrong and exposed an inadequate process, policy, or standard, contribute to solutions as appropriate which will prevent reoccurrence Work with the escalated technical staff, sales, and development teams and contribute to establishing suitable service levels for Seequent's internal staff and customers. Contribute to the design and build of effective global, cross-functional resources to maintain agreed services levels affordably and effectively.

At Seequent, we help organisations to understand the underground, giving the confidence to make better decisions faster. We build world-leading technology that is at the forefront of Earth sciences, transforming the way our customers work. Every day we help them develop critical mineral resources more sustainably, design and build better infrastructure, source renewable energy, and reduce their impact on the environment. We operate in 145+ countries while proudly maintaining headquarters in New Zealand.