Application Support Specialist (Cloud SaaS)

Summary about this job

Detail information about job Application Support Specialist (Cloud SaaS). Terms and conditions vacancy

• Cloud/SaaS platform support
• Excellent potential for growth and development
• Full time position based in Sydney CBD

The Role:

• Leading Australian SaaS provider for the Healthcare Industry
• Cloud/SaaS platform support
• Excellent potential for growth and development
• Full time position based in Sydney CBD

Working closely with development and support team you will be provide practitioners and their staffs with support and training which ultimately to help them better manage their patient relationships and business operations. You will also work proactively as a collaboratively team member to ensure we create a positive and effective experience to others.

Responsibilities:

• Supporting customers with technical enquiries and troubleshooting
• Log, monitor and manage customers’ incidents, requests and tasks to ensure that Service Level Agreement targets are met
• Determine the nature of incidents, requests and tasks, and delegate, prioritise and allocate to the relevant support team if unable to resolve
• Maintain Knowledge base to facilitate prompt resolution of incidents in the ticketing systems
• Be a product champion to both customers and internal teams
• Educate and train customers via phone and email on aspects of platform currently and as they arise
• Actively troubleshoot and test processes to discover gaps in functionality for product improvement
• Providing support for software installation and configuration
• Collect and analyse computer and application logs

Requirements:

• 2+ years of experience working in a similar application support or a 'Customer Facing' role, in a call centre or helpdesk environment
• Exceptional communication and customer service skills along with a strong work ethic and a high attention to detail
• Strong empathy for the customer and a
• Knowledge of multiple operating systems & web browsers, including Windows, Mac, Chrome Firefox, Safari
• Strong understanding of computer settings and how they pertain to web application
• Knowledge of HTML, JavaScript, SQL & Zendesk a plus, not essential (no coding will be required)