About us:
Revolution Software Services (www.rev.com.au) is a leader in retail enterprise resource planning (ERP) solutions, proudly serving the Automotive, Motorcycle and Marine industries for over 30 years.
As a wholly owned affiliate of one of the world’s largest global automotive brands, it is at the forefront of exciting retail change not seen in decades. The Revolution team is helping to reshape, redefine and build new world systems and services for next generation dealerships.
To help meet the growth and pace of change, Revolution is seeking the best and brightest talent to be part of the team shaping retail of the future and mobility solutions of today & tomorrow.
The Support Consultant is part of the Service Desk team providing external customer remote application support for our Dealer Management Software (DMS) solution. Training will be provided to the successful candidates as part of the induction process to enable them to adequately support our customers.
Unstoppable Together.
About the role:
An exciting opportunity to join our Service Desk team as a Service Desk / Support Consultant in a permanent role. Full training on our Dealer Management Systems is provided.
The role is part of the DMS Service Desk team who provide external customers application support for Revolution and Dealer Management Software (DMS). Full training will be provided to the successful candidates as part of the induction process.
The role is ideally suited to someone from a dealership background in either sales, service, parts processing or back-office admin roles at a dealership. So, if you are looking for a career change from a dealership or career progression in the automotive industry, then the Revolution DMS Service Desk Consultant role may be the one for you.
If you want to work within a motivated business, we want to hear from you. Reporting to the Service Desk Manager, you will be an active member of the Service Desk Team ensuring end-to-end service excellence as well as covering the following tasks:
- Providing quality technical support services to all DMS users in a professional, responsive and effective manner.
- Resolving problems/incidents on first contact or escalating to the applicable escalation teams.
- Taking ownership of tickets including tracking, monitoring, following up, prioritising, escalating incidents and coordinating with appropriates teams to resolve in a timely manner within SLAs.
- Writing/updating Support Documents and/or Knowledge Articles.
- Reviewing incident queues to support timely resolution and escalate, where required.
- Communicate effectively with internal & external customers through end-to-end service delivery fulfilment.
- Capture all user interactions within our ticketing system.
- Able to handle multiple tasks with varying priorities effectively to meet our customers’ needs.
Skills and Experience:
Essential Skills:
- Customer service skills.
- Problem-solving skills.
- Rights to work full time in Australia.
- Excellent communications skills, both written and verbal
- Ability to manage multiple priorities with attention to detail and appropriate follow-up.
- Ability to work well within a team environment.
Desirable skills:
- Experience or exposure to an Automotive Dealership (or DMS system) which may include a general understanding of the Parts, Service, Sales and Vehicle Departments and how they interrelate.
- Familiarity with support ticketing systems.
This position is only open to Australian permanent residents or citizens.
Benefits
- Employee Family Vehicle Purchase Scheme with attractive discounts.
- Access to the Employee Assistance Program which includes professional accredited support towards – Family Support, Exercise Support, Nutrition Support and Financial advice Support.
- Thriving Social club with participation in regular social activities with your peers.
