LOCATIONS: SYDNEY ERMINGTON OR MELBOURNE – YARRA FALLS

This is a hybrid position based in our Yarra Falls, Melbourne or Sydney Ermington location. We’re committed to your flexibility and wellbeing, and our hybrid strategy currently requires three days a week in the office, giving you the option to work remotely for some of your working week. Find out more about our flexible work culture at computershare.com/flex.

The ideal candidate will have the following skills and experience:

• A solid technical foundation with a good understanding of core technologies and ITIL service management principles
• In-depth knowledge of support processes, including support tiers, escalation paths, and the critical importance of meeting SLAs
• A strong customer service mindset, with experience liaising across multiple teams to resolve complex issues efficiently
• Proven experience in a customer-facing role, acting as an escalation point for technical or customer service related matters
• 3+ years’ experience in a customer service/support role
• A minimum of 2 years’ commercial programming experience
• Hands on experience in Windows and/or Unix, Perl (or other high-level language), databases and data structures
• Excellent written and verbal communication skills
• Strong time management and organisational skills, with a methodical approach to work and the ability to manage competing priorities
• Excellent analytical and problem-solving skills
• High attention to detail and a commitment to delivering accurate, high-quality wor

A ROLE YOU WILL LOVE.

As a Support Developer in our Australian division, you’ll play a vital role in delivering exceptional customer experiences by managing and resolving data processing failures and support tickets for both in-house and third-party applications. Collaborating closely with a team of Technical Support Specialists, you’ll provide a managed helpdesk service, triaging issues from troubleshooting to resolution while maintaining service levels and managing customer expectations.
The Support Developer will join a team of 2 Technical Support Specialists who work on a rotating roster to ensure coverage of our operating hours (8:00am – 6:00pm). The role holder will share the 24/7 on-call responsibilities and will be required to work outside business hours from time-to-time, this role is ideal for someone who thrives in a fast-paced environment and is passionate about customer support.

SOME OF YOUR KEY RESPONSIBILITIES WILL INCLUDE:

• Providing technical support to internal and external customers through a ticketing system, phone, and email, taking ownership of issues from initial report through to resolution, while adhering to response and resolution service level agreements and effectively managing customer expectations
• Conducting investigations into data processing failures, identify and report on recurring trends and work with relevant stakeholders to recommend/implement preventative solutions, work with development teams to promote fixes and updates into various environments
• Conducting incident analysis to assess business impact and effectively articulating the impact to the business and Application Support teams, while ensuring timely updates are communicated throughout the remediation process
• System monitoring, performing system health checks and log analysis to detect abnormalities to minimise impact to clients, and facilitate proactive notifications to stakeholders for further investigation
• Actively enhancing knowledge of supported solutions, monitoring dashboards and the ticketing system to improve efficiency in incident resolution and support processesCollaborating with project and delivery teams to ensure a seamless onboarding process for new clients into BAU support

WHAT WILL YOU BRING TO THE ROLE?

You will have the ability to work in a collaborative, dynamic team environment and build effective working relationships with people from both a technical and non-technical background. You have a passion for software development and customer support, and a desire to work in a fast-paced, dynamic environment.

The ideal candidate will have the following skills and experience:

• A solid technical foundation with a good understanding of core technologies and ITIL service management principles
• In-depth knowledge of support processes, including support tiers, escalation paths, and the critical importance of meeting SLAs
• A strong customer service mindset, with experience liaising across multiple teams to resolve complex issues efficiently
• Proven experience in a customer-facing role, acting as an escalation point for technical or customer service related matters
• 3+ years’ experience in a customer service/support role
• A minimum of 2 years’ commercial programming experience
• Hands on experience in Windows and/or Unix, Perl (or other high-level language), databases and data structures
• Excellent written and verbal communication skills
• Strong time management and organisational skills, with a methodical approach to work and the ability to manage competing priorities
• Excellent analytical and problem-solving skills
• High attention to detail and a commitment to delivering accurate, high-quality work

Preferred :

• 3+ years’ with previous experience providing technology development support
• University Degree from accredited institution in Information Technology, Information Systems, Computer Science and/or related discipline

• Experience working in support-based tools, like FreshdeskExposure to CCS Application Suite such as Aardvark, Communication Centre/Publisher Online, Global Viewpoint, Capturepoint, Accounts Receivable portal, CCM