Description
At Xplor, we believe that helping people make the most of each day is the most rewarding way to spend ours. We give small and medium-sized businesses cloud-based, intuitive technology solutions that enable them to manage all the hassles of running and growing a business, so business owners can get back to doing what they love.
Join our Education Vertical as an Application Support & Testing Specialist in Melbourne to make a real impact every day. Reporting to the Application Support Team Lead, this role will join a team of ICT support professionals responsible for investigating, diagnosing, testing and resolving software and application support issues.
As an Application Support & Testing Specialist, you will provide technical application support for software users and internal teams, while meeting agreed service level agreements for the investigation, testing and resolution of support tickets.
Responsibilities:
- Investigate, diagnose, test and resolve escalated application support cases within agreed SLAs.
- Analyse application errors, data issues and system behaviour using SQL, logs, support tools and available technical documentation.
- Use SQL, application logs, support tools and technical documentation to diagnose software faults, data issues, system errors and application performance concerns.
- Reproduce reported issues in test or support environments and document findings for escalation to product, development or engineering teams.
- Prepare and execute support testing activities, including test cases, regression checks and validation of configuration changes, system updates and software fixes before ticket closure.
- Perform testing of fixes, configuration changes and system updates to confirm issues have been resolved before closure.
- Document root causes, workarounds and resolutions for recurring software and application issues.
- Develop and maintain support procedures, knowledge base articles, troubleshooting guides and internal technical resources.
- Liaise with product, development, implementation and customer success teams to resolve complex technical support matters.
- Analyse ticket trends, recurring issues and system support data to identify opportunities to reduce resolution times, improve SLAs and enhance application support processes.
- Maintain high standards of technical support and customer satisfaction.
What we offer:
- Hybrid and flexible working model
- Salary of $85,000AUD + Super
- 12 weeks Gender Neutral Paid Parental Leave
- #GiveBackDays/Commitment to social impact
- Unlimited access to LinkedIn Learning
- Ongoing dedication to Diversity & Inclusion initiatives
- Health & Life Insurance
- Access to free mental health support
- Flexible working arrangements