Application Support Specialist

Formation Technology; City of Glen Eira; Hybrid; AUD 70,000 - 90,000; Full time

Benefits offered by this job

Meaningful work managing worker entitlements

Growth and career progression opportunities

Hybrid work arrangement

Monthly staff lunches

Coffee machine and snacks in the office

Job summary

A leading technology service provider based in Melbourne is seeking an Application Support Specialist to enhance client relationships and deliver ongoing product support for a financial services platform. The ideal candidate will possess excellent communication skills, a passion for customer service, and a strong problem-solving ability. Responsibilities include managing customer inquiries, investigating issues, and liaising with product teams. Enjoy a hybrid work arrangement and opportunities for professional growth.

Qualifications

• Experience in financial services, payroll, worker entitlements, superannuation, or insurance is highly desirable.
• Experience with CRM platforms or SaaS is a must.
• Ability to manage complex customer support issues.

Responsibilities

• Providing ongoing product support to an existing client with complex business rules.
• Manage the relationship with the customer through Helpdesk and communications.
• Investigate root cause issues through database interrogation.
• Maintain documentation and communication with the customer.
• Investigate and document customers issues in a ticketing system.
• Liaise with product development regarding new requirements.
• Execute test scripts and capture test results.

Skills

Excellent written and verbal communication skills

Exceptional attention-to-detail

Customer service oriented

Problem solving and troubleshooting skills

Ability to multitask

Pro-active and initiative-driven

Experience managing Helpdesk/Service Desk

Ability to execute simple SQL queries

Experience working on CRM/SaaS platforms

Exposure to superannuation or payroll systems

Education

Tertiary qualifications in a relevant discipline

Job description

We have an exciting opportunity to join our Melbourne team and help build our next generation financial services platform. Experience in financial services, payroll, worker entitlements, superannuation, or insurance is highly desirable.

About us!

We created Australia’s leading portable worker entitlements CRM platform! Our platform services hundreds of thousands of workers around Australia and over 1 billion dollars in worker entitlement investments. Formation CRM provides an end-to-end solution for entitlement funds management sector, canvassing bank-end work management, customer relationship management and email/SMS processing, public portals and mobile app integration, financial services and banking connectivity, and business intelligence reporting solutions. We pride ourselves on being the market leaders in our industry, and seek to deliver an exceptional experience for our clients.

As a small, rapidly growing business, our team members develop diverse skill sets, with opportunities to take on emerging work that interests them. We are in a growth-phase, meaning we work in a fast-paced, evolving environment – we are looking for agile workers that love to tackle new challenges together.

About you!

Our wonderful Application Support Specialist are the face of our business. We value articulate communicators, and empathetic customer-oriented individuals. Our ideal candidate is someone who loves to get hands-on to investigate customer support issues. You embrace the challenge of working on complex matters and own the outcome by overseeing matters through to completion.

You will bring the following skills:

• Excellent written and verbal communication skills.
• Exceptional attention-to-detail.
• Passionate about customer service and building long-lasting business relationships.
• Proven problem solving, troubleshooting, and issue resolution skills.
• Can handle more than one task at a time.
• Pro‑active and able to use their own initiative.
• Demonstrated experience managing Helpdesk / Service Desk through Kanban boards, emails, etc.
• Ability to execute simple SQL queries, or willingness to undertake a short course.
• Tertiary qualifications in a relevant discipline are desirable but not required.
• Experience working on CRM platforms or SaaS platforms is a must.
• Exposure within the context of superannuation and or payroll systems will be highly regarded.

Duties and Responsibilities:

• Providing ongoing product support to an existing client with complex business rules.
• Manage the relationship with the customer through our Helpdesk, emails, phone calls and client visits.
• Investigate root cause issues through simple database interrogation.
• Maintain documentation and communication with the customer to keep them informed as issues are diagnosed and resolved.
• Investigating and documenting customers issues in our ticketing system
• Liaising with product development and business analysts to understand new product requirements and the impact on customers.
• Executing test scripts and capturing test results, including raising defects, and retesting defect fixes.

What’s in it for you

• Meaningful work - responsible for hundreds of thousands of worker entitlements across Australia
• Opportunities for growth, development and career progression
• Hybrid-work arrangement with 2 days a week at home
• Monthly staff lunches off site to relax with your colleagues
• Coffee machine, snacks and drinks in the office