Job Description
1. Escalation point for Medical software support team
2. Act as the point of contact between support and development team
3. Opportunity to support the latest version of the SaaS software
Our client is a proud Australia and publically listed software firm focused on medical tech. Established in 1985, the company has offering software for the medical clinics, hospitals and healthcare providers.
About the role
You will acting as the highest escalation point for the company’s latest SaaS version of the software. You will identifying, documenting and resolving defects in the large-scale platform.
Must haves for the role:
4. Experience with supporting, identifying and resolving defects and bugs in complex, large software
5. Strong problem solving and customer focus
6. Strong diagnostic, problem solving and attention to detail skills
7. Strong SQL skills and experience supporting SaaS application especially application made in .NET
Role and Responsibilities:
You will work alongside our project manager and Business Analyst as well as liaising with various departments such as Infrastructure / DevOps within the business where necessary.
8. Work collaboratively with the product team to understand updates and new features to the product in order to communicate these to customers
9. Provide quality 3rd level support to customers who are utilising company’s SaaS product
10. Respond to requests and incidents following defined processes including escalation procedures
11. Identify, investigate, prioritise and resolve issues quickly and efficiently
12. Proactive identification of areas of opportunity for improvement
13. Utilise effective delegation and/or escalation to effectively manage the resolution of incidents within contracted service level timeframes / targets
14. Assist broader Clinical support team in all aspects of Incident and Problem management
15. Develop and maintain a strong working relationship with our customers to foster collaboration and facilitate growth
16. Develop processes which support client engagement, improvement, and support
17. Resolve issues as much as possible but at the same time insure issues are documented, raised and escalated to relevant development team and managers
18. Support, log, categorise, and track incidents reported by customers
19. Work collaboratively with development and product team to ensure timely responses and resolutions to customer enquiries, and maintain ownership of incidents until resolved
20. Maintain processes, procedures and documentation in a way that supports and improves service provision delivered by the help desk
Experience and Skills Requirements:
21. Proven SaaS, complex platform support experience
22. Managing or supporting managed/application services
23. Local ANZ Health Industry knowledge/expertise shall be highly regarded
24. Strong technical background with experience in a SaaS based environment preferable
25. At least 4+ years’ experience in Application support
26. Strong SQL and data manipulation experience
27. Ability to explain business and technical requirements to all members of a team
28. Broad understanding and knowledge of testing and quality assurance
29. Strong communication skills (written and verbal) with the ability to understand complex problems and explain them clearly
30. .NET and C# development / programming / application support experience shall be highly regarded
On Offer:
31. Competitive Remuneration
32. Permanent position
33. Excellent capable team
34. Part of an established Aussie tech firm
35. Great culture