Technical Application Support Specialist

4 weeks ago


Melbourne, Victoria, Australia RLDatix Full time
Job Description

Rapidly growing healthcare technology company RLDatix is seeking a highly skilled Application Support Analyst to join our APAC Customer Support team. This role is responsible for managing technical application issues reported by RLDatix customers through the customer portal or over the phone. The successful candidate will have excellent problem-solving skills, a strong understanding of technical concepts, and the ability to communicate complex ideas effectively to customers.

Key Responsibilities
  • Provide timely and consistent technical solutions to external customers and third parties based on service level agreements.
  • Record detailed and reproducible fault descriptions in our ticketing system.
  • Offer technical support in line with escalation timeframes through documented technical action plans.
  • Develop and maintain quality technical knowledge-based articles.
  • Assist Customer Support Analysts with knowledge and understanding.
  • Review product issues, assess their importance, impact, and priority.
  • Perform technical tasks on Cloud and On-Premises customer systems.
  • Document issue resolution steps and update knowledge base articles.
  • Monitor system alerts and performance metrics.
  • Perform root cause analysis and implement temporary workarounds.
Requirements
  • Minimum 1-2 years of experience in a similar role.
  • Customer Support: Comfortable providing outstanding technical services for applications in a remote technical environment.
  • Industry: Experience in healthcare, specifically in staff rostering, payroll, or workforce management.
  • Team Player: Charismatic team player who enjoys resolving complex technical issues efficiently.
  • Communication: Competent at communicating technical plans of action to customers or third parties.
  • Flexibility: Available to work flexible hours to ensure mission-critical systems are operational.
Technical Capabilities
  • Microsoft SQL Server 2008 R2 and above.
  • Strong T-SQL skills.
  • Knowledge of technologies including ASP.net, SQL, VB, C#, XML, HTML5, JavaScript, and JQuery.
  • Proficient with Team Foundation Server, Visual Studio.

The ideal candidate will have a strong technical background, excellent problem-solving skills, and the ability to communicate complex ideas effectively. If you are a motivated and detail-oriented individual who is passionate about delivering exceptional technical support, we encourage you to apply for this exciting opportunity.


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