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May

Technical Support Administrator

Rimini Street, Inc - Melbourne, VIC

IT
Source: uWorkin

Source: uWorkin

JOB DESCRIPTION

Rimini Street, Inc. (Nasdaq: RMNI) is a global provider of enterprise software products and services, the leading third-party support provider for Oracle and SAP software products and a Salesforce partner. The Company offers premium, ultra-responsive and integrated application management and support services that enable enterprise software licensees to save significant costs, free up resources for innovation and achieve better business outcomes. To date, more than 4,000 Fortune 500, Fortune Global 100, midmarket, public sector and other organizations from a broad range of industries have relied on Rimini Street as their trusted application enterprise software products and services provider.

The company is widely recognized by clients, leading industry analysts (including Gartner, Forrester, Constellation Research and Nucleus), and financial analysts as the leader in a large, fast growing market with tremendous upside and an extremely strong value proposition that resonates with CIOs and CFOs.

We actively seek a Technical Support Administrator fluent with Portuguese or Spanish for our APAC Support Delivery Team. This role can be based remotely from Korea, Japan, Australia, New Zealand, Singapore or Malaysia.

We’re building something special at Rimini Street. A company where people care about each other and trust each other to do the right thing. A company where highly intelligent and talented people come together to do challenging and meaningful work that makes a real difference to our clients, ending each day with a sense of achievement and balance in their lives.

Position Summary

The Technical Support Administrator is responsible for development and implementation of technology solutions, process change and associated administrative tasks required to support the Global Support Delivery team. The team is one region within a 24x7 follow-the-sun Support group operating in 17 countries; the solutions created by this individual will often benefit Engineers across the globe. As part of a rapidly expanding global organization, this individual will interact with Engineers, Regional Managers, Directors and other employees across the organization on a daily basis. The successful candidate will be a hands-on, roll-up your sleeves individual with a very strong work ethic, well organized, responsive, analytically skilled, a strategic thinker, detail oriented and quality minded. A demonstrated passion for Support of others and focus on delivering consistent high-quality results will be highly regarded.

This is a high-level individual contributor role, reporting jointly to the Regional Managers in the APAC region.

Essential Duties and Responsibilities

  • Evaluate current Support processes then recommend, develop and deploy improvements
  • Assist the Global Service Delivery leadership with Special Projects
  • Provide Regional Managers day to day team administration services
  • Design and Deliver reporting using a variety of tools (Qlik, SalesForce, ServiceNow, PowerPoint)
  • Analyze team performance and other metrics using a variety of tools (Qlik, Excel)
  • Improve collaboration within the team using SharePoint, OneNote, Teams
  • Provide written & verbal translation services for live Support cases during the APAC time-zones
  • Maintenance of key Engineer data including Skills Matrix, Job Profiles, Training & other tasks
  • Facilitate the maintenance client data in SharePoint, Salesforce and OneNote
  • Assist new Engineers with HR Onboarding and Training task
  • Assist Engineers with technical remote access issues by communicating with internal and external IT/technical resources to facilitate resolution.
  • Maintenance of credential management (Secret Server)
  • Provide localization to adapt material to meet high linguistic quality & cultural requirements
  • Monitor & Escalate cases in jeopardy of violating Service Level Agreements
  • Triage support cases and quickly source and assign an engineer to the support team
  • Assist with increasing survey responses by reviewing feedback and following up with Regional Manager
  • Manage and maintain on call schedule in XMatters system including forensic checks as needed

Additional Duties & Responsibilities

  • Other job-related duties and responsibilities may be assigned from time to time.

Location

  • Remote: Korea, Japan, Australia, New Zealand, Singapore or Malaysia.

Education

  • Bachelor and/or master’s degree, or equivalent in Business or related field

Language

  • Mandatory native/fluent Portuguese/Spanish speaking and writing skills
  • Excellent English speaking and writing skills
  • Other language skills highly regarded

Experience

  • 3+ years experience in a technology-based field
  • Project Management or operations support experience would be helpful
  • Candidates with a Financial, HR or Logistics background are encouraged to apply

Skills

  • Project Management or Operations focused
  • Experience with providing translation services
  • Self-starter, equally as happy to work on their own and in teams
  • Self-confident with ability to work with and influence senior management
  • Very strong work ethic and team player with a positive “do what it takes” attitude
  • Deep understanding and hands-on skills working with Salesforce.com (SFDC CRM Application) a plus
  • Familiarity or experience with SAP ERP (R/3, ECC, S/HANA) or similar ERP system a plus
  • Strong aptitude for utilizing Business Intelligence tools
  • Strong problem solving, organizational and collaboration skill
  • Good analytical skills
  • Excellent written, oral and presentation skills
  • Strong proficiency in MS Office products, especially Excel would be highly regarded

Rimini Street, Inc. (Nasdaq: RMNI) is a global provider of enterprise software products and services, the leading third-party support provider for Oracle and SAP software products and a Salesforce partner. The Company offers premium, ultra-responsive and integrated application management and support services that enable enterprise software licensees to save significant costs, free up resources for innovation and achieve better business outcomes. To date, more than 4,000 Fortune 500, Fortune Global 100, midmarket, public sector and other organizations from a broad range of industries have relied on Rimini Street as their trusted application enterprise software products and services provider.

Rimini Street is widely recognized by clients, leading industry analysts (including Gartner, Forrester, Constellation Research and Nucleus), and financial analysts as the leader in a large, fast growing market with tremendous upside and an extremely strong value proposition that resonates with CIOs and CFOs. According to Gartner, the third-party support market will grow to $1.05 billion by 2023, a 200% increase. With tight IT budgets and flat global economic growth, IT and procurement professionals are actively looking for proven methods to cut costs while improving service. Rimini Street enables organizations to free up budget for strategic business initiatives by delivering savings of up to 90 percent on total maintenance and support costs, and to date, the company has saved organizations over $5 billion in total maintenance costs since its inception.

We’re building something special at Rimini Street. A company where people care about each other and trust each other to do the right thing. A company where highly intelligent and talented people come together to do challenging and meaningful work that makes a real difference to our clients, ending each day with a sense of achievement and balance in their lives.

Be Treated Like the Best

  • Rimini Street hires only the best – and provides the compensation, bonus and benefit programs appropriate for proven top-performing professionals. We want our employees to have an opportunity to share in the financial success that results from our dedication to service excellence, high-quality deliverables and an unparalleled client experience
  • No bureaucracy, thousand-page rule books or politics — just everyone working together to build a great company through service excellence and client success
  • Work hard, play hard environment – Rimini Street is a group of hard-working professionals who are passionate about achieving success, but we also enjoy opportunities to meet up at fun company events
  • We are also passionate about giving back to our communities around the world, with plenty of opportunities for volunteering and charity through the Rimini Street Foundation
  • All Rimini Street professionals are encouraged to grow and learn new skills

Accelerating Company Growth

  • Trading on Nasdaq under ticker symbol RMNI since October 2017
  • Added to the US Russell 2000® Index in 2018
  • Over 4,000 clients, to date including 100 of the Fortune 500 and Global 100
  • Annual 2021 financial results of $326.8 million, up 16.3% year over year
  • Fiscal year operating cash flow of $42.1 million, up 107% year over year
  • Announced the new patent pending Rimini Street Artificial Intelligence Support Applications, a result of the Company’s continued investment in optimizing support processes and ensuring global service delivery outcomes at scale. Using the AI Applications, Rimini Street has been able to deliver a better client experience and reduce software issue resolution times by 23%.
  • Celebrated the 15th anniversary of the Company’s founding in 2005 to redefine the enterprise software support market and bring choice and value to software licensees around the world.

Recent Industry Recognition

  • Received 33 awards in 2020, including 15 awards for excellence in customer service from awards companies such as the International Stevie Awards, the American Stevie Awards, and the Stevie Awards for Sales & Customer Service
  • Honored with four Gold awards for Company of the Year in 2020.
  • The Rimini Street Foundation recognized with two awards in 2020 for Corporate Social Responsibility Program of the Year

In addition, in 2020 the Company supported more than 120 charities around the world through the Rimini Street Foundation, providing financial contributions, volunteer hours and in-kind donations including personal protective equipment to healthcare workers, senior centers, food banks and youth organizations globally. The Foundation also extended its charitable work in 2020 to Hong Kong, Malaysia, Mozambique, Sweden and the UAE.

To learn more about how Rimini Street is redefining the enterprise software support industry, visit http://www.riministreet.com

Rimini Street is committed to creating a diverse and inclusive environment and is proud to be an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to age, race, color, religion, national origin, sexual orientation, gender or gender identity, disability and protected veterans status or any other characteristic protected by law.

Please Note: Rimini Street does not accept resumes submitted by recruiting/staffing firms unless specifically requested by Human Resources. Unsolicited resumes will be ineligible for referral fees.