Overview
Join to apply for the Support Developer role at Computershare Australia
This is a hybrid position based in Melbourne (Yarra Falls) or Sydney (Ermington). The hybrid strategy currently requires three days a week in the office, with some remote work options.
Responsibilities
- Providing technical support to internal and external customers through a ticketing system, phone and email, taking ownership of issues from initial report to resolution, and adhering to response and resolution SLAs while effectively managing customer expectations
- Investigating data processing failures, identifying recurring trends, reporting findings, and working with stakeholders to implement preventative solutions; collaborating with development teams to promote fixes into various environments
- Conducting incident analysis to assess business impact and clearly communicate the impact to the business and Application Support teams, with timely updates during remediation
- System monitoring, health checks, log analysis to detect abnormalities, minimizing client impact, and facilitating proactive notifications to stakeholders for further investigation
- Enhancing knowledge of supported solutions, dashboards and the ticketing system to improve incident resolution and support processes
- Collaborating with project and delivery teams to ensure seamless onboarding of new clients into BAU support
What will you bring to the role
You will work well in a collaborative, dynamic team environment and build effective relationships across technical and non-technical stakeholders. You should have a passion for software development and customer support and enjoy a quick-paced environment.
Qualifications and Skills
- A solid technical foundation with understanding of core technologies and ITIL service management principles
- Knowledge of support processes, including support tiers, escalation paths, and meeting SLAs
- Strong customer service mindset with experience liaising across multiple teams to resolve complex issues
- Experience in a customer-facing role, acting as an escalation point for technical or customer service matters
- 3+ years’ experience in a customer service/support role
- Min 2 years’ commercial programming experience
- Hands-on experience in Windows and/or Unix, Perl (or another high-level language), databases and data structures
- Excellent written and verbal communication skills
- Strong time management and organisational skills with a methodical approach to work and the ability to manage competing priorities
- Excellent analytical and problem-solving skills
- High attention to detail and commitment to delivering high-quality work
Preferred
- 3+ years’ experience providing technology development support
- University degree in Information Technology, Information Systems, Computer Science or related discipline
- Experience with support tools like Freshdesk
- Exposure to CCS Application Suite such as Aardvark, Communication Centre/Publisher Online, Global Viewpoint, Capturepoint, Accounts Receivable portal, CCM
Rewards and Benefits
Flexible work to help you balance work and lifestyle. Health and wellbeing rewards tailored to support you and your family. Opportunities to invest in the business through salary-sacrificing shares with company contributions. Additional rewards including recognition awards and team events. Learn more at computershare.com/careershub.
About Computershare
We are a global leader in financial administration with over 12,000 employees across more than 22 countries. Our open and inclusive culture supports growth and opportunities for all.
We are committed to fairness and an inclusive culture, including accommodations or adjustments during the recruitment process. For information, visit computershare.com/access.
Employment details
- Seniority level: Mid-Senior level
- Employment type: Full-time
- Job function: Engineering and Information Technology
#J-18808-Ljbffr