Application Support Specialist

3 weeks ago


Sydney, New South Wales, Australia RLDatix Full time
Job Summary

RLDatix is seeking an experienced Application Support Consultant to work with and support a large strategic customer in their use of the DatixCloud IQ product. The role is responsible for managing all support related issues reported by the customer through our customer portal, by phone, and in person.

Key Responsibilities
  1. Function as the first point of contact for customers in relation to application support and facilitate prompt, open, complete, clear and concise communication.
  2. Analyze, classify, track, investigate, research, and resolve all assigned support/service problems and issues in a timely, effective manner in line with service level agreements.
  3. Record detailed and reproducible fault descriptions in our Ticketing system (Zendesk).
  4. Offer support in line with escalation timeframes through documented action plans.
  5. Monitoring of System Alerts and performance metrics.
  6. Performing root cause analysis and implementing temporary workarounds.
  7. Deliver technical and implementation services as part of planned delivery in relation to software product version upgrades/migrations and regression testing.
  8. Establishing and maintaining productive, professional, and engaging relationships with key stakeholders.
  9. Proactively assess, clarify, and validate the customer's needs.
  10. Supporting the rollout of new products and features in the region.
  11. Engage in product discussions with customers to assist with adoption and continued best practice.

Additionally, this role involves:

  1. Liaising with Product and Research & Development teams to align with customer needs.
  2. Contribute towards the creation of c-suite level reports.
  3. Keeping up to date and accurate knowledge of RLDatix product suite.
  4. Traveling to meet with customers.
  5. High level of customer satisfaction.
  6. Actively engaging with all internal teams.
  7. Upholding the company's code of conduct and business ethics.

Requirements
Mandatory: 5+ years of experience in a similar role. Experience in working with strategic accounts. Familiarity with Development work tracking technologies; Agile development methods are used by our R&D Teams. Experience with Zendesk or similar ticketing solutions.



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