Application Support & Testing Specialist

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 85000 AUD + 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

• The description above is intended to describe the general content of and the requirements for the job. It is not intended to be an exhaustive statement of duties, responsibilities or qualifications.