Application Support & Testing Specialist

Xplor Education; Melbourne; Hybrid; AUD 85,000 - 95,000; Full time

Benefits offered by this job

12 weeks Gender Neutral Paid Parental\

GiveBackDays/Volunteer days

LinkedIn Learning access

Diversity & Inclusion initiatives

Health & Life Insurance

Mental health support

Flexible working arrangements

Job summary

Xplor Education, based in Melbourne, is seeking an Application Support & Testing Specialist to join our Education Vertical. You will provide technical application support, diagnose issues, and test fixes across our software environments.

The role reports to the Support Team Lead and aims to meet SLAs while improving processes. The position is full-time, hybrid in Melbourne, with a salary of 85,000 AUD plus super.

Qualifications

• Bachelor degree or higher in IT/CS/SE/IS or related field.
• Strong SQL, Excel and data management skills for investigation and resolution.
• Ability to maintain accuracy, resilience and sound judgement in urgent or complex issues.
• Experience working with cross-functional teams and supporting customers.

Responsibilities

• Investigate, diagnose, test and resolve escalated application support cases within SLAs.
• Analyse application errors, data issues and system behaviour using SQL and logs.
• Reproduce issues in test or support environments and document findings.
• Prepare and execute testing activities including test cases and regressions.
• Develop and maintain support procedures and knowledge resources.

Skills

SQL

Microsoft Excel

Data management

Troubleshooting

SLA management

Cross-functional teamwork

Communication skills

Education

Bachelor's degree in IT/CS/SE/IS

Tools

Ticketing systems

Support tools

Logging tools

Job description

Company Description

At Xplor, we believe that helping people make the most of each day is the most rewarding way to spend ours.

We give small and medium-sized businesses cloud-based, intuitive technology solutions that enable them to manage all the hassles of running and growing a business, so business owners can get back to doing what they love. With Xplor Pay, we help businesses get paid quickly and securely – without hidden fees. We built the tech ourselves, and our platform delivers secure, transparent, fast, and accurate payments.

We are unified by our purpose of helping people to succeed. So, when you become part of our team, you also become part of the personal connection that strengthens the relationship people have with Xplor products.

Job Description

About the opportunity

Join our Education Vertical as an Application Support & Testing 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 ICT support professionals responsible for investigating, diagnosing, testing and resolving software and application support issues, including reproducing defects, analysing system behaviour and verifying fixes in support and test environments

As an Application Support & Testing Specialist, you will provide technical application support for software users and internal teams, while meeting agreed service level agreements for the investigation, testing and resolution of support tickets.Duties include:

• Investigate, diagnose, test and resolve escalated application support cases within agreed SLAs, including analysing customer issues, reproducing defects, conducting technical testing and prioritising resolutions.
• Analyse application errors, data issues and system behaviour using SQL, logs, support tools and available technical documentation.
• Use SQL, application logs, support tools and technical documentation to diagnose software faults, data issues, system errors and application performance concerns
• Reproduce reported issues in test or support environments and document findings for escalation to product, development or engineering teams.
• Prepare and execute support testing activities, including test cases, regression checks and validation of configuration changes, system updates and software fixes before ticket closure.
• Perform testing of fixes, configuration changes and system updates to confirm issues have been resolved before closure.
• Document root causes, workarounds and resolutions for recurring software and application issues.
• Develop and maintain support procedures, knowledge base articles, troubleshooting guides and internal technical resources to assist with the diagnosis and resolution of application issues.
• Liaise with product, development, implementation and customer success teams to resolve complex technical support matters.
• Analyse ticket trends, recurring issues and system support data to identify opportunities to reduce resolution times, improve SLAs and enhance application support processes.
• Maintain high standards of technical support and customer satisfaction by providing accurate, timely and consistent resolution of software, data and application issues.
• Meet relevant KPIs relating to ticket resolution, technical accuracy, SLA compliance and quality of resolution.

What we offer

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.

This is a full-time opportunity, located in Melbourne, paying a salary of $85000AUD + Super

Qualifications

What would make me a good candidate?

• Bachelor degree or higher qualification in Information Technology, Computer Science, Software Engineering, Information Systems or a closely related field
• Strong proficiency in SQL, Microsoft Excel and data management, with the ability to investigate data discrepancies, validate application behaviour and support technical issue resolution.
• Ability to maintain accuracy, resilience and sound judgement when investigating and resolving urgent or complex technical support matters.
• Proactive and self-motivated learner with the ability to quickly understand new software applications, support tools and technical processes.
• Experience working with virtual and cross-functional teams, including product, development, implementation and customer support teams.
• Advanced Microsoft Office skills, particularly Excel, for analysing support data, preparing reports and assisting with technical investigations.
• Ability to work within a global organisation and collaborate with international technical and support teams where required.
• Demonstrated experience using multiple technology platforms, support tools, ticketing systems and application support resources.
• Demonstrated experience resolving customer-reported technical issues with a professional, solutions-focused and analytical approach.
• Ability to adapt to complex and changing software environments, product updates and customer support requirements.
• Strong communication skills, with the ability to explain technical issues, resolutions and workarounds clearly to customers and internal stakeholders.
• Experience prioritising multiple support tickets, technical investigations and SLA requirements during high-volume periods.
• Motivated learner with a strong interest in developing technical application support, testing, troubleshooting and software diagnostic skills.

At Xplor, we believe that the best innovation and ideas happen at the intersections of our differences - people of diverse cultures, generations, disciplines, and lived experiences. So even if you think you do not tick all the boxes, we still encourage you to apply.

Additional Information

Life at Xplor

You’ll be part of a global network of talented colleagues who support your success. We look for commonalities and shared passions and give people the tools they need to deliver great work and grow at speed.

Some of our perks and benefits: *include additional benefits provided in your region*

• 12 weeks Gender Neutral Paid Parental Leave for both primary and secondary carer
• #GiveBackDays/Commitment to social impact – 3 extra days off to volunteer and give back to your local community
• Unlimited access to LinkedIn Learning, plus regular career and growth conversations with your leader, as part of Xplor GPS
• Ongoing dedication to Diversity & Inclusion initiatives such as D&I Council, Global Mentorship Program
• Health & Life Insurance
• Access to free mental health support
• Flexible working arrangements

Interview Recording and Background Checks

As part of our hiring process, successful candidates will be asked to complete background and identity verification checks. Many of our roles are remote, and to protect both candidates and our business from recruitment fraud, we may record video interviews during the process. We keep any recordings and related data only for as long as the hiring process is active and do not retain them afterwards.

EEO and Artificial Intelligence

We believe in transparent hiring. We use an applicant tracking system with artificial intelligence-enabled features to support our recruitment process, but our recruitment team makes all hiring decisions after human review. We do not rely on artificial intelligence to make final hiring decisions. Find our Candidate AI Usage guidelines here.

Xplor is dedicated to attracting, retaining and developing our people regardless of gender identity, ethnicity, sexual orientation, disability and age. Applications are encouraged from all sectors of the community and we strongly encourage applications from the Aboriginal and/or Torres Strait Islander community.

We make it a priority to respond to every applicant.