Support Developer

JOB DESCRIPTION

Locations: Sydney Ermington or Melbourne - Yarra Falls

This is a hybrid position based in our Yarra Falls, Melbourne or Sydney Ermington location. We're committed to your flexibility and wellbeing, and our hybrid strategy currently requires three days a week in the office, giving you the option to work remotely for some of your working week. Find out more about our flexible work culture at computershare.com/flex.

We give you a world of potential.

Computershare has a great opportunity to join our Communication Services team as a Support Developer in our Melbourne/Sydney office.

Computershare Communication Services (CCS) is a global provider of integrated communications solutions. Through innovations in communications, we help companies better connect with their customers and stakeholders through print, digital and mobile delivery channels. Across the globe, CCS delivers 450 million mail packs, 87 million eCommunications and processes 75 million inbound transactions.

A role you will love.

As a Support Developer in our Australian division, you'll play a vital role in delivering exceptional customer experiences by managing and resolving data processing failures and support tickets for both in-house and third-party applications. Collaborating closely with a team of Technical Support Specialists, you'll provide a managed helpdesk service, triaging issues from troubleshooting to resolution while maintaining service levels and managing customer expectations.

The Support Developer will join a team of 2 Technical Support Specialists who work on a rotating roster to ensure coverage of our operating hours (8:00am - 6:00pm). The role holder will share the 24/7 on-call responsibilities and will be required to work outside business hours from time-to-time, this role is ideal for someone who thrives in a fast-paced environment and is passionate about customer support.

Some of your key responsibilities will include:

• Providing technical support to internal and external customers through a ticketing system, phone, and email, taking ownership of issues from initial report through to resolution, while adhering to response and resolution service level agreements and effectively managing customer expectations
• Conducting investigations into data processing failures, identify and report on recurring trends and work with relevant stakeholders to recommend/implement preventative solutions, work with development teams to promote fixes and updates into various environments
• Conducting incident analysis to assess business impact and effectively articulating the impact to the business and Application Support teams, while ensuring timely updates are communicated throughout the remediation process
• System monitoring, performing system health checks and log analysis to detect abnormalities to minimise impact to clients, and facilitate proactive notifications to stakeholders for further investigation
• Actively enhancing knowledge of supported solutions, monitoring dashboards and the ticketing system to improve efficiency in incident resolution and support processes
• Collaborating with project and delivery teams to ensure a seamless onboarding process for new clients into BAU support

• A solid technical foundation with a good understanding of core technologies and ITIL service management principles
• In-depth knowledge of support processes, including support tiers, escalation paths, and the critical importance of meeting SLAs
• A strong customer service mindset, with experience liaising across multiple teams to resolve complex issues efficiently
• Proven experience in a customer-facing role, acting as an escalation point for technical or customer service related matters
• 3+ years' experience in a customer service/support role
• A minimum of 2 years' commercial programming experience
• Hands on experience in Windows and/or Unix, Perl (or other 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 a commitment to delivering accurate, high-quality work

• 3+ years' with previous experience providing technology development support
• University Degree from accredited institution in Information Technology, Information Systems, Computer Science and/or related discipline
• Experience working in support-based tools, like Freshdesk
• Exposure to CCS Application Suite such as Aardvark, Communication Centre/Publisher Online, Global Viewpoint, Capturepoint, Accounts Receivable portal, CCM