Technical Solutions Specialist

6 hours ago

Melbourne, Victoria, Australia beBeeTechnologist Full time $90,000 - $120,000
Technical Solutions Specialist

We are seeking a skilled and detail-oriented Technical Solutions Specialist to join our team. This key role involves delivering high-quality technical services to our global clients, ensuring timely issue resolution, and driving business continuity.

About the Role

The ideal candidate will possess excellent analytical and problem-solving skills, be adaptable, and have strong communication skills. They should be able to work effectively in a team environment and independently under minimal supervision.

  • Main Responsibilities:
  • Perform thorough technical investigations, troubleshoot complex issues, and drive resolution within agreed customer SLAs.
  • Ensure timely quality updates on tickets to share the latest status with customers and internal stakeholders.
  • Work on identifying and implementing effective workarounds for business continuity.
  • Validate code fixes developed and coordinate with customers for production fix rollout.
  • Execute production patch deployments following established processes.
  • Be proactive in identifying preventative measures for customer problems with a deeper understanding of their business processes.
  • Collaborate and drive resolution with various internal teams, including Product Development, Professional Services, Cloud Operations, and Quality Assurance.
  • Provide guidance and support to junior team members to ensure they can troubleshoot and resolve customer issues effectively.
  • Manage allocated customer solutions independently.
  • Participate in solution transition sessions from Professional Services to Enterprise Service organization to become self-sufficient with functional/technical skills on customer solutions.
  • Engage in continuous improvement activities on assigned solutions to maintain a stable production environment and reduce recurring issues.
  • Identify opportunities to automate repetitive or manual tasks.
  • Contribute to creating, maintaining, and utilizing knowledgebase articles.
  • Drive and coordinate weekly review calls with customers.
  • Ensure all relevant case details are updated accurately and promptly.
  • Continuously upskill on product and customer solution functional/technical knowledge.
  • Participate in on-call rotations as assigned.
Requirements
  • A minimum of a Diploma or equivalent qualification in Computer Science/Information Technology or related field.
  • 4-6 years of experience in a similar role is preferred.
  • Excellent written and verbal communication skills, with the ability to speak and write fluently in English.
  • Strong time management and organizational skills.
  • Analytical mindset and creative problem-solving skills.
  • Ability to work well both in a team environment and independently under minimal supervision.
  • Strong desire to learn new technologies and take initiative to develop skills.
  • Comfortable working under deadlines and managing customer cases.
Preferred Qualifications
  • Experience with Scrum or equivalent agile methodologies.
  • Familiarity with ITIL incident and problem management practices.
  • Functional and business process knowledge of the Logistics and Supply Chain industry, as well as experience with logistics, transportation, and shipping software.
  • Good understanding of Software Development Lifecycle (SDLC) methodologies, version control, and configuration management.
Technical Skills
  • Experience with JIRA and SVN.
  • Knowledge of programming languages such as Java, JavaScript, HTML, and XML.
  • Proficiency in Microsoft Office suite tools, including Excel, Word, and Outlook.
  • Knowledge of database concepts and SQL/MS-SQL, PL/SQL.
  • Experience with Linux and Windows Operating Systems.

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