December 06 2017

Loci is hiring! 2 x Client Support Analyst roles and 1 x Functional Consultant/Business Analyst role

Client Support Analyst

LOCI is looking to employ 2 x full-time Client Support Analyst in our North Sydney office. This is a dynamic role incorporating a blend of software application setup, support and user training. We use Zendesk customer support and ticketing system to manage our help-desk. This is a role for an individual who demonstrates initiative and is driven to find solutions. The responsibilities of this role include:

  • Provide first line of support to LOCI clients by assessing, researching, resolving and documenting their reported issues
  • Field requests via Zendesk, email and/or telephone
  • Manage Zendesk tickets based on level of urgency and direction of management
  • Deliver prompt, friendly and accurate support service for property management accounting applications, document automation solutions and MS Excel-based reporting tools
  • Re-direct and/or escalate Zendesk tickets as appropriate
  • Identify repetitive issues and recommend appropriate actions to prevent continual recurrence
  • Test software upgrades, updates, ANZ regionalisations and client customisations
  • Provide remote training for Clients via web meeting
  • Proactively communicate throughout the issue resolution process with internal and external stakeholders

Skills

The successful candidate will have the following skills:

  • Professional acumen
  • Excellent verbal and written communication skills
  • Excellent time management and organisational skills
  • Demonstrated problem-solving skills
  • Enthusiastic “Can-do” attitude
  • Ability to troubleshoot in a structured manner using available tools and resources
  • Ability to understand and articulate technical concepts and derive solutions
  • Ability to work independently as well as part of a team

Qualifications

  • Proficient in use of Microsoft Office applications including Word, Excel, and Outlook
  • Previous work experience in property accounting, trust accounting and/or lease administration is preferred.
  • Previous experience using or supporting MRI, Yardi, Timberline or other property management accounting systems is preferred.
  • An understanding of relational databases and experience using MS SQL queries would be helpful.

To apply please email your resume with full details of your experience to info@locisolutions.com


Functional Consultant/Business Analyst

We are also looking for an experienced full time Functional Consultant/Business Analyst to be based in our North Sydney office.

Responsibilities

  • Manage delivery of work packages (customisations, new software and related business processes, training etc.) to clients, from initial request to go-live.
  • Gather requirements - liaise with clients to get a detailed understanding of requirements, related business processes and functions
  • Develop Business and Functional Requirements Documents to allow technical colleagues to develop solutions
  • Unit Testing - test technical development work to ensure that it meets client requirements and internal quality standards
  • Provide cover for support desk – answer questions and solve issues for clients, and manage incoming work
  • Conduct client training (face to face or remotely)
  • Manage communication with software vendors on any issues affecting clients
  • Establish and build strong relationships with clients

Knowledge and skills

  • 5+ years’ experience in the real estate technology industry
  • Extensive knowledge of MRI property management software IS A MUST
  • Demonstrable ability to gather and document requirements
  • Great attitude – willing to go that extra mile to deliver great results to our clients
  • Understanding of property management, property accounting, procure-to-pay, workflow and related systems
  • Understanding of project management requirements and principles
  • Understanding of the challenges facing business’s around process automation, delivering efficiencies and improving quality
  • A self-starter, with the ability to work on your own and as part of a team
  • Strong focus on achieving results
  • Ability to deal with clients in a highly professional manner

To apply please email your resume with full details of your experience to info@locisolutions.com