Application Support & Testing Specialist

About the opportunity
Join our Education Vertical as an Application Support & Testing Specialist in Melbourne to make a real impact every day.
We say that because we know that every conversation we have, every code line we write and every interface we design is another opportunity for us to enrich our customers’ experiences.
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, including reproducing defects, analysing system behaviour and verifying fixes in support and test environments
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.Duties include:
Investigate, diagnose, test and resolve escalated application support cases within agreed SLAs, including analysing customer issues, reproducing defects, conducting technical testing and prioritising resolutions.
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 to assist with the diagnosis and resolution of application issues.
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 by providing accurate, timely and consistent resolution of software, data and application issues.
Meet relevant KPIs relating to ticket resolution, technical accuracy, SLA compliance and quality of resolution.
What we offer
For this position, we offer a hybrid and flexible working model, where you will spend 2-3 days per week in the office and the remainder working from home.
This is a full-time opportunity, located in Melbourne, paying a salary of $85000AUD + Super
What would make me a good candidate?
Bachelor degree or higher qualification in Information Technology, Computer Science, Software Engineering, Information Systems or a closely related field
Strong proficiency in SQL, Microsoft Excel and data management, with the ability to investigate data discrepancies, validate application behaviour and support technical issue resolution.
Ability to maintain accuracy, resilience and sound judgement when investigating and resolving urgent or complex technical support matters.
Proactive and self-motivated learner with the ability to quickly understand new software applications, support tools and technical processes.
Experience working with virtual and cross-functional teams, including product, development, implementation and customer support teams.
Advanced Microsoft Office skills, particularly Excel, for analysing support data, preparing reports and assisting with technical investigations.
Ability to work within a global organisation and collaborate with international technical and support teams where required.
Demonstrated experience using multiple technology platforms, support tools, ticketing systems and application support resources.
Demonstrated experience resolving customer-reported technical issues with a professional, solutions-focused and analytical approach.
Ability to adapt to complex and changing software environments, product updates and customer support requirements.
Strong communication skills, with the ability to explain technical issues, resolutions and workarounds clearly to customers and internal stakeholders.
Experience prioritising multiple support tickets, technical investigations and SLA requirements during high-volume periods.
Motivated learner with a strong interest in developing technical application support, testing, troubleshooting and software diagnostic skills.
At Xplor, we believe that the best innovation and ideas happen at the intersections of our differences - people of diverse cultures, generations, disciplines, and lived experiences. So even if you think you do not tick all the boxes, we still encourage you to apply.

Employment type
Full-time

Work arrangement
Hybrid