Application Support Specialist

1 month ago

Sydney, New South Wales, Australia Reveal Full time

Job Overview

The Reveal Software Support Specialist is a key member of our team, responsible for providing exceptional support to our customers across the full suite of Reveal software. This individual is responsive, helpful, thorough, and communicative when working with internal and external stakeholders. They are first-line responders and carry issues from initiation to resolution.

Responsibilities & Duties

  • Respond to customer inquiries in a timely manner and resolve issues based on our established support protocols.
  • Own tickets until completely resolved and provide follow-up with clients after closure to ensure continued success.
  • Triage tickets by completing required information gathering, issue identification, and replication steps.
  • Evaluate and escalate tickets to the appropriate team to ensure Service Level Agreements (SLAs) are maintained.
  • Contribute to software documentation, knowledgebase articles, and other client-facing materials.
  • Collaborate with Support Engineers to continuously update our support protocols.

Characteristics

  • Excellent written and oral communication skills.
  • An engaging personality and ability to engage others.
  • A keen sense of attention to detail.
  • Obsessive documentation practices.
  • A problem solver with follow-through on tasks.
  • A seeker of excellence with an unending pursuit of improvement.
  • An unselfish team player.
  • Quickly learn and understand technology.

Education & Experience

  • A college degree in Computer Science or Information Systems related area.
  • Familiarity with client-server architecture, modern programming languages, and SQL scripting.
  • 4 to 7 years of working experience.
  • eDiscovery experience is a significant plus.
  • Familiarity with Azure/AWS is a plus.

We are looking for someone with a passion for technology and a desire to grow with our exciting company. If you have a background in programming and are enthusiastic about new knowledge, we encourage you to apply.

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