Job Description

• Escalation point for Medical software support team
• Act as the point of contact between support and development team
• 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:

1. Experience with supporting, identifying and resolving defects and bugs in complex, large software
2. Strong problem solving and customer focus
3. Strong diagnostic, problem solving and attention to detail skills
4. 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.

• Work collaboratively with the product team to understand updates and new features to the product in order to communicate these to customers     
• Provide quality 3rd level support to customers who are utilising company’s SaaS product
• Respond to requests and incidents following defined processes including escalation procedures    
• Identify, investigate, prioritise and resolve issues quickly and efficiently
• Proactive identification of areas of opportunity for improvement
• Utilise effective delegation and/or escalation to effectively manage the resolution of incidents within contracted service level timeframes / targets
• Assist broader Clinical support team in all aspects of Incident and Problem management
• Develop and maintain a strong working relationship with our customers to foster collaboration and facilitate growth
• Develop processes which support client engagement, improvement, and support
• Resolve issues as much as possible but at the same time insure issues are documented, raised and escalated to relevant development team and managers
• Support, log, categorise, and track incidents reported by customers
• Work collaboratively with development and product team to ensure timely responses and resolutions to customer enquiries, and maintain ownership of incidents until resolved    
• Maintain processes, procedures and documentation in a way that supports and improves service provision delivered by the help desk    

Experience and Skills Requirements:

• Proven SaaS, complex platform support experience
• Managing or supporting managed/application services
• Local ANZ Health Industry knowledge/expertise shall be highly regarded
• Strong technical background with experience in a SaaS based environment preferable
• At least 4+ years’ experience in Application support
• Strong SQL and data manipulation experience
• Ability to explain business and technical requirements to all members of a team    
• Broad understanding and knowledge of testing and quality assurance 
• Strong communication skills (written and verbal) with the ability to understand complex problems and explain them clearly  
• .NET and C# development / programming / application support experience shall be highly regarded

On Offer:

• Competitive Remuneration
• Permanent position
• Excellent capable team
• Part of an established Aussie tech firm
• Great culture

How to apply

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Other Information

Other titles for this role in other organisation might be: Full Stack developer, Application Developer, Application Support, Application expert, Cloud Application Developer, Cloud Application Support

Appetency Recruitment Service @ 1300 507 007

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