Support Operations Specialist

2 weeks ago


Camberwell, Victoria, Australia coles Full time

About Coles Technology Team

We're constantly innovating and looking at ways to reinvent the shopping experience for our customers. Our Technology team is at the cutting edge, driven by our forward-thinking culture.

About the Role

As a Level 2 Support Analyst, you'll be part of the escalation chain for technical application problems reported on the Coles store Customer Platform. You'll maintain customers in mind when dealing with issues, ensuring they experience minimal impact.

You'll provide analytical and operations support to the running and enhancement of existing production Store System applications from an advanced technical level. As a Level 2 Support Analyst, you have the advanced knowledge to assist with additional scripting & automating and help to proactively improve the way Coles stores operate from a Store Customer Platform level.

Key Responsibilities

  • Maintain and support systems as per agreed SLAs
  • Resolving complex issues
  • Understanding business needs
  • Driving continuous improvement
  • Supporting the Level 2 team with enhanced technical capability
  • Supporting all application problems and issues that have an impact on normal systems operations of applications supported
  • Engaging other teams as required for cross-platform issue resolution
  • Ensuring timely and appropriate customer and stakeholder communication occurs so that they are fully engaged and informed on the status of all issues
  • Ensuring the best internal customer experience by always providing a superior level of service
  • Ability to develop, test, and implement solutions to issues detected during troubleshooting
  • Maintaining technical and product knowledge and expertise, through research and self-development to ensure support remains efficient, effective, and relevant to the business needs of Coles


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