Job Description About the opportunity Join our Education Vertical as an Application Support 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 Support professionals to meet the needs of our customers on software related enquiries. As an Application Support Specialist you will focus on building relationships with our customers and colleagues; whilst meeting and exceeding service levels agreements for the resolution of support tickets. Some of the other responsibilities include: Action escalated support cases to provide customer resolutions within agreed SLAs, advocating customer needs to effectively prioritise support ticket resolution Responsible for the maintenance and performance of customer satisfaction levels, ensuring quality service is provided consistently Contribute to frameworks and internal resources to support the resolution of technical issues within your team Find new ways to reduce the average ticket turnaround time and improve SLAs Meet relevant KPI’s standards 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.
