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Senior Application Support Specialist

2 months ago

Melbourne, Victoria, Australia Cirdan Imaging Ltd Full time

About Cirdan Imaging Ltd

Cirdan Imaging Ltd is a leading provider of informatics software and imaging solutions. As a dynamic and forward-thinking company, we are known for our award-winning Laboratory Information System – ULTRA.

About the Role

Our Application Support Engineers provide first-line to third-line support to our customers. The primary objective of this role is to deliver exceptional support to customers experiencing issues with our application and manage these issues through to resolution in line with agreed service level agreements.

Key Responsibilities

  • Provide technical support to our users for issues in live environments
  • Investigate and resolve customer queries in a professional, timely, and accurate manner
  • Identify customer needs and provide assistance with specific features
  • Analyze and report product malfunctions
  • Update internal databases with information about technical issues and customer discussions
  • Monitor customer complaints and provide assistance
  • Plan and complete proactive maintenance and health checks across our customer base
  • Share knowledge across the team and continuously improve our support toolset
  • Mentor and train less experienced colleagues as required

Requirements

  • Technical background with understanding or hands-on experience in software development, web technologies
  • Experience in an Application Support role
  • Experience with Windows and/or Unix/Linux Operating Systems
  • Proven knowledge of database principles and administration
  • Excellent problem-solving abilities with creative and logical thinking
  • Excellent communication and interpersonal skills