Role Overview:
The Application Support Officer is responsible for receiving customer support inquiries from clients via chat regarding issues with their software. The officer follows documented troubleshooting procedures to resolve issues and escalates more complex matters to programmer employees when required. This is an entry-level support role where all necessary skills are learned on the job; no formal qualifications are required or held.
Key Responsibilities:
- Providing application support to customers using our software;
- Troubleshooting application issues by following documented procedures and knowledge base articles;
- checking application logs through our internal support dashboard and database logs using Microsoft SQL Server Management Studio (SSMS);
- Restarting application services as part of approved operational procedures;
- Performing software deployment including website deployment by following the documented procedures;
- Performing application software updates and database updates by following documented deployment procedures;
- Communicating with customers regarding incident status and resolutions;
- Escalating unresolved issues or software defects to our software development team;
Qualifications & Experience:
- No formal qualifications are required for this position.
- All duties are performed using documented procedures learned through on-the-job training.
- Previous experience in a similar role is not required; comprehensive training in internal systems and troubleshooting protocols will be provided.
Skills & Attributes:
- Strong written communication skills, with the ability to guide clients through troubleshooting steps via chat.
- Ability to follow documented procedures accurately and consistently.
- Basic computer literacy and willingness to learn internal support tools and database querying.
Work Environment:
This role is based in a dynamic environment where teamwork, initiative, and innovation are encouraged. The Application Support Officer will collaborate closely with cross-functional teams to deliver reliable and secure solutions to our customers.
NOTE: Due to the nature of the work, you must be available to come to work in our office in CBD.
Pay: $70,000.00 – $76,000.00 per year
Ability to commute/relocate:
- Melbourne VIC 3000: Reliably commute or planning to relocate before starting work (Required)
Language:
Work Authorisation:
Work Location: In person
