The Technical Support and Software Testing Specialist’s mission is to help build client confidence, ensure implementation success and provide valuable technical support for a fast-growing Australian technology that improves the lives, well-being and health of people all over the world.
Once completing the product training and troubleshooting certification you will immediately step into providing real time chat and email support for our clients. Most of the client requests that come through are easy enough, such as passwords, they can't find something, questions about security role limitations, or the user has forgotten how to do something.
Your technical expertise will become invaluable to chasing down the sometimes strange or peculiar issues that come up from time to time. These can be tricky and require a keen eye for detail, and strong ability and experience with technical troubleshooting logic.
To ensure you are 100% across all product changes and big fixes released you will also play a vital role in our software release testing team contributing your technical and product knowledge skills to ensure high quality and bug free releases.
Our team includes infrastructure experts, performance experts, Senior PHP Developers, Client-side developers, QA and Documentation support, Designers and Product Managers. With a growing customer base, we are expanding our team to continue to deliver a market-leading platform for our industry.
We work across some leading edge and even bleeding-edge platforms from voice to vision, IoT, Web, Tablet, Mobile, Smart TV, and a wide range of health devices. You will have the opportunity to grow and learn across a range of platforms.
Qualifications & Experience:
Must have at least 5+ years experience in Technical Support and Software Testing / Troubleshooting, preferable for business software applications such as ERP, EHR, CRM
You have a technical background that assists you with troubleshooting, and also helps you liaise with developers as required.
Any degree or diploma in Computer Science, Information Technology, Management Information Systems or equivalent wor experience is required.
Experience with technical support for Web, IOS and Android Applications or similar is required
Experience with documenting knowledge base articles and other technical documentation is required
Your english language and comprehension skills are excellent, both written and spoken
Business Analyst Experience is desired but if you believe you have the aptitude and skills for it but have not yet had the experience do not let that hold you back from applying
Experience in Zendesk and Jira is a plus
The Ideal candidate:
You enjoy your work and take pride in it. We are a team that works hard but also has a lot of fun in the process. You thrive when working autonomously and enjoy the opportunity for career progression that it offers.
Good sense of humour. Our team has a lot of fun and works collaboratively. We catch up (even if virtually at the moment) and support one another. Our sense of humour can even extend to support chats with clients.
Ability to adapt to change. We are growing fast and this means there is a lot of opportunity for career development and progression but it also means change is inevitable and you will need to be comfortable with that.
Not afraid to ask for help, set clear expectations, speak up, or offer suggestions and insights.
Excellent time management and self organisation skills - You know your priorities and know how to manage your time and skills development to achieve them.