Application Support Professional

4 days ago

Brisbane, Queensland, Australia beBeeSupport Full time $100,000 - $140,000

Role Overview

We are a global technology and services company dedicated to advancing the world of veterinary medicine.

Our team is seeking a highly skilled professional to provide application support to our vet clinic customers, working closely with the Manager, Customer Experience to manage and resolve escalated customer support cases.

The successful candidate will engage with internal teams to escalate issues where required and provide mentoring to other support team members to increase their knowledge and capability.

Responsibilities

  • Actively monitor and manage escalated support cases with urgency; engage with other team members and internal resources to ensure swift resolution.
  • Engage with stakeholders from enterprise and corporate customers in a professional manner whilst keeping management informed of any potential blockers to resolution.
  • Whereby cases are unable to be solved by support, ensure effective escalation to internal departments with detailed documentation of replication steps required to further troubleshoot escalated issues.
  • Liaise with product and engineering team members to monitor the status of escalated queries and provide external stakeholders with regular updates.
  • Assist with technical services, implementations and customer success projects including but not limited to tasks relating to migrations, partner integrations and licensing.
  • Provide mentoring and guidance to junior support staff to increase knowledge in the team and enable faster resolution of cases in future.
  • Facilitate training of internal staff on new functionality and assistance in documenting release notes/knowledge base articles.
  • Continuously monitor support case queues and assist team members where possible.

About You

To be successful you will have:

  • A degree in Information Technology or equivalent industry experience and ITIL experience is desirable.
  • Good knowledge of administering SQL Server, SQL query formats & debugging skills.
  • Experience with supporting an enterprise wide application including hardware, operating systems, server environments and infrastructure configurations.
  • Expert at working through problems in a logical way & ability to think outside the box based on experience and knowledge.
  • Experience with understanding Integrations.
  • Experience and understanding of basic Azure portal features.
  • Well-developed interpersonal and communication skills to consult with a variety of technical and non-technical stakeholders at all levels of an organisation including external clients and management teams.
  • A solutions focus with the ability to tailor solutions to customer requirements.

Benefits

  • Generous discounts on everyday shopping & amazing health & wellbeing resources.
  • Additional leave benefits – annual birthday leave, paid parental leave, & the option to purchase additional leave.
  • Flexible hybrid Work From Home options & dog-friendly offices (select roles and locations).
  • Free 24/7 access to our Employee Assistance Program.
  • Reward & recognition through our quarterly Values Awards and our Service Anniversary Awards.
  • Professional development through our Leadership Development & Emerging Leadership courses.
  • Access to annual flu vaccinations.
  • Annual volunteer days.

Equal Opportunities

Our company is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.

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