Application Support

Summary about this job

Detail information about job Application Support. Terms and conditions vacancy

• - Strong customer service focus is required
• - Join a company creating state of the art software
• - Excellent Training provided

The Company 
  
An industry leading software house based in Sydney are on the lookout for an Application Support person to aid with their ever-growing client base. 

This software house has revolutionized the way the people engage with software.


  Key Responsibilities:

• Supporting customers with technical inquiries 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 Knowledgebase 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 
• 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)

 
  
If you would be interested in hearing more please apply now - [email protected]