Application Support Analyst

4 days ago

Brisbane, Australia Verify Consulting Full time

Emerging technology
- Career development in software
- Hybrid working conditions

**The Company and Role**:
**Here is a summary of the responsibilities for this role**:

- Provide 1st and 2nd level customer support: You will be responsible for assisting customers with technical troubleshooting, covering the entire process from payment terminals to the platform.
- Embrace a customer-centric approach: You will handle operational and support tickets in line with the service level agreements (SLAs) and prioritize customer satisfaction.
- Perform Root Cause Analysis: In the event of critical failures, you will conduct a thorough analysis to identify the underlying causes and document them for further communication and follow-up.
- Actively monitor systems: You will monitor the system closely and respond promptly to any received alerts, ensuring the smooth operation of the platform.
- Monitor and analyze customer feedback: You will continually evaluate customer feedback to identify areas where improvements can be made to enhance the customer experience.
- Provide general IT help desk support: Apart from customer support, you will also handle general IT help desk inquiries and support for the company.
- 5+ years of experience in IT Support, Software Engineering, or a similar role.
- Proficiency in the Linux operating system and terminal usage.
- Hands-on experience with AWS cloud services and networking.
- Familiarity with front-end languages (HTML, CSS, JavaScript) and server-side languages (Java). (Benifitial)
- Experience in integrating REST web services, working with XML and JSON.
- Experience in developing Android and/or iOS apps, using Web-to-App or App-to-App Intent API calls. (Benifitial)
- Understanding of IT systems, including O365, AD, and CRMs.
- Willingness to learn new tools and technologies.
- Ability to drive issue resolution and identify root causes.
- Strong problem-solving and analytical skills.
- Excellent communication and interpersonal skills.
- Previous experience in the Fintech and/or payments industry would be highly desirable.

These qualifications and attributes will contribute to your success in providing efficient support and maintaining high customer satisfaction in this role.

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