Software Incident Resolution Specialist
3 weeks ago
About the Role
We are seeking an enthusiastic individual to join our team as a Software Incident Specialist. As a key member of our APAC region, you will be responsible for providing timely and professional resolution of issues and incidents for our customers operating our cloud-based Learning Management System (LMS) – the imc Learning Suite.
Key Responsibilities
- Act as the lead to our customers in the timely and professional resolution of issues and incidents
- Undertake a deep root cause analysis of incoming technical tickets, and where possible resolve them, providing workarounds and alternate solutions where appropriate or routing them to our hosting or software development teams
- Coordinate the incident analysis and resolution efforts between several teams such as the service desk, hosting, and software development teams
- Build and maintain an ever-deeper knowledge of our Enterprise level software platform both technically and functionally
- Share your expertise in our knowledge base by creating customer help documentation that can be re-used so customers can help themselves
Requirements
- 2 to 3 years technical experience in a technical support / management role
- Support experience in the IT environment, as well as knowledge in log and error analysis of web applications desirable
- Practical experience in working with SQL, HTML, XML, CSS, Java
- Ability to work in a team, customer, and solution orientated environment, as well as super analytical skills
- Excellent people and communication skills both verbal and written
- Ability to motivate and influence others (colleagues, customers etc) to help you achieve best outcomes
- Experience and/or successful qualification or degree in IT/Computer Science
What We Offer
- Engagement with a fun, enthusiastic, diverse, and energised team
- Be part of a true local and global business
- Flexibility to show your initiative and support to guide you on your way
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