We are seeking a Applications Support Engineer committed to delivering exceptional customer service with prior experience in providing 1st and 2nd level support for enterprise wide applications.

The Opportunity

As level 2 support you will act as first point of contact for our Level 1 support team for all support incidents requiring technical investigation.

You will;

• Diagnose issues and identify a fix and / or workaround as needed within client specific SLA requirements.
• Collaborate with technical support, product support, infrastructure support and analytics teams if an incident needs a deeper investigation.
• Collaborate with client's internal technology teams as needed to ensure successful incident resolution.
• Provide ongoing updates to the customer about the progress.
• Develop deep understanding of the platform and client's business processes and technology environment to facilitate swift resolution of the support issues.
• Review old and ongoing incidents to resolve or wescalate for furhter investigation.
• Share feedback about frequent support issues with product team and learning and enablement team to ensure ongoing improvements.
• Contribute to the internal knowledge base and wiki .
• Participation in rostered on-call (shared across the team).

About you

• 3+ years of experience in providing technical support for a large ERP with stringent SLAs.
• Focus on delivering exceptional customer service.
• Strong interpersonal and client communication skills.
• Demonstrated resilience to handle challenges and solve complex client problems.
• Experience is using service management tools like Zendesk, Remedy, ServiceNow, etc.
• Experience in supporting SaaS based applications.
• Experience in working in Linux based environment.

If you have the skills and ability to be successful in this position, we'd love to hear from you.

Simon Bedson
Technology & Digital
Senior Consultant
Let's Connect
https://www.linkedin.com/in/simonbedson
+61 08 82146204

ManpowerGroup is committed to being a Diversity Confident Recruiter and encourages applications from people from a diverse range of backgrounds, including people with a disability. Please indicate your preferred method of communication in your resume and please let us know if you require any reasonable adjustments should you be contacted for an interview.

Aboriginal and Torres Strait Islander people are encouraged to apply.

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Experis Pty Ltd is a wholly owned subsidiary of ManpowerGroup

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