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Ebix

Ebix Careers

The positions below are currently available. If you are interested or know someone who might be, please contact Andrea Lawton via email This email address is being protected from spambots. You need JavaScript enabled to view it. for a detailed position description and any other information about the job. 


 

Customer Support and Training Consultant – Melbourne Office

The role of Customer Support and Training Consultant is responsible for providing the highest quality customer service and training to Ebix Australia’s clients for their WinBEAT broking platform.

Major Responsibilities Include:

  • Respond to customer enquiries and provide support for Ebix products including WinBEAT, Sunrise Exchange, iClose and more.
  • Provide solutions to general insurance and accounting queries in relation to Ebix products.
  • Record and manage all customer interaction using relevant database.
  • Conduct WebEx Instructor led web-based training with individuals or small groups for WinBEAT and Sunrise Exchange.
  • Become skilled in and provide training at scheduled WinBEAT courses.
  • Provide customised consulting to WinBEAT customers.
  • Produce high quality customer training and user manuals and other training and support materials as required.
  • Pro-actively contribute to process, product and business improvement; Report customer enhancement feedback or software / programming issues where appropriate.
  • Test pre-release software as directed and feedback results in the required format.

The ideal candidate will enjoy assisting customers and exceeding their expectations. They will be a team player whilst also being able to work autonomously. They will have a warm and friendly telephone manner, and can remain calm and focused under pressure. They are a problem solver that shows initiative and are willing to take on additional tasks when necessary, without direction.
It is essential the candidate have previous experience in a Help Desk or Customer Support role. They should have an advanced level of customer service, communication and presentation skills. Preferably the candidate has a Cert. IV in Training and Assessment or similar. Experience within the Insurance industry, software industry and/or training will be highly regarded. As will experience creating online content using Adobe Captivate (or similar).

 


Customer Support Consultant - Sydney Office X2

The role of Customer Consultant sits within the Ebix Support Team and provides first level support, training and general consulting services to Ebix clients. The position reports to the Customer Support Manager.

Major responsibilities include:

  • Provide first level client support of software queries over the phone, by email and onsite; including replicating the customers' problem to gain a better understanding of the issue
  • Logging of problems and resolution outcomes into the support database, and handling problems and queries in a timely and professional manner
  • Escalate support incidents to senior support consultants and support manager when necessary
  • Provide business consultancy services to Ebix clients and potential clients
  • Assist the Development team to ensure their technical resolution of requirements specifications meets desired outcomes
  • Maintain and update technical reference material including standards documents, software release notes and reference guides and other materials into Ebix Knowledge base system
  • Assist in quality assurance of new software releases and client sponsored enhancements, as well as provide clients assistance with implementation of Ebix software solutions

The candidate should be proficient in Microsoft Windows and Office Suite, have knowledge of general support operations and procedures, and have experience with current IT technologies, including database, networks and Internet. CRM, incident management system and Unix Operating system experience would be a plus. Undergraduate or post graduate qualifications are desirable, as well as Insurance industry or ITIL Foundation experience. 

 

 

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