Hybrid Application Support Specialist — CRM & SaaS Growth

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

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.