Technical Support Professional

1 week ago

Sydney, New South Wales, Australia Reveal Full time

Job Overview

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The Application Support Specialist plays a vital role in responding to customer inquiries across the full suite of Reveal software. They are responsive, helpful, thorough, and communicative when working with those internal and external to Reveal. The individual is responsible for first-line responses and carries issues from initiation to resolution.

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Responsibilities & Duties

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  • Respond to customer inquiries in a timely manner and resolve issues based on the Application Support Playbook.">
  • Owns tickets until completely resolved and provides follow-up with clients after closed to assure continued success.">
  • Triage tickets by completing required information gathering, issue identification, and replication steps.">
  • Escalate tickets to appropriate teams to ensure SLAs are maintained.">
  • Contribute to software documentation, knowledgebase articles, and other client-facing materials.">
  • Work with Support Engineers to continuously update the Application Support Playbook.">
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Characteristics

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  • Excellent written and oral communication skills.">
  • Engaging personality and ability to engage others.">
  • Keen sense of attention to detail.">
  • Obsessive documentation practices.">
  • Problem solver with follow-through on tasks.">
  • Seeker of excellence with an unending pursuit of improvement.">
  • Unselfish team player.">
  • Quickly learn and understand technology.">
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Education & Experience

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  • College degree in Computer Science or Information Systems related area.">
  • Familiar with client-server architecture, modern programming languages, and SQL scripting.">
  • 4 to 7 years of working experience.">
  • eDiscovery experience is a significant advantage.">
  • Familiarity with Azure/AWS is beneficial.">
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The ideal candidate would have some background in programming, be enthusiastic about new knowledge, and want to grow with an exciting technology company.

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Estimated Salary: $80,000 - $110,000 per annum

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