Senior Application Support Consultant - Melbourne

NICE Systems - Melbourne Area, Australia

Posted 836 days ago
  • Experience
    Mid-Senior level
  • Job function
    Customer Service
  • Employment type
  • Industry
    Information Technology and Services
  • Job ID

This is a preview of the Senior Application Support Consultant - Melbourne job at NICE Systems. To view the full job listing, join LinkedIn - its free!Join LinkedIn - its free!

About this job

Job description

The Application Support Consultant’s role is to deliver technical support to end users about how to use and administer the NICE Service and Sales Performance Management and Contact Analytics software solutions efficiently and effectively in fulfilling business objectives. The Application Support Consultant is also responsible for the health and well-being of our customers’ hosted solutions.


Job Responsibilities

  • Field incoming problems from end users to resolve Sales and Service Performance Management application issues in accordance with end user contractual SLA’s.
  • Investigate and resolve customers’ issues through the use of product knowledge, excellent troubleshooting skills and involvement from Services and Engineering expert resources.
  • Record, track, and document the problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
  • Evaluate documented resolutions and analyse trends for ways to prevent repeated future problems.
  • Develop and document change requests capturing all customer requirements.
  • Prioritise, schedule, and administer all Updates, Upgrades and Major software releases in accordance with the Company Release Policy and contractual terms governing release policy with the customer.
  • Perform hands-on fixes on the Sales and Service Performance Management applications, including installing and upgrading software, database exports, and configuring the systems and applications.
  • Test fixes and perform post-resolution follow-ups to ensure problems have been adequately resolved using standard testing methodologies.
  • Identify and learn appropriate software applications used and supported by the Company.
  • Contribute to the MUSE forum with regular updates and answers to support related questions.
  • Administer support/system maintenance activities in accordance with instructions provided by the Customer Operations and Support Team Leader.
  • Assist and/or provide guidance to junior members of the team.
  • Attend Customer workshops / reviews to provide Technical application advice and best practice guidance when required.
  • To participate in the weekend support cover rota

Desired Skills and Experience

Key Competency Requirements:

  • Very strong customer service orientation.
  • Ability to absorb new ideas and concepts quickly.
  • Good analytical and problem-solving abilities.
  • Strong written, mathematical, oral, interpersonal, and presentational skills.
  • Experience working in a team-oriented, collaborative environment.
  • Ability to effectively prioritise and execute tasks in a high-pressure environment.
  • Ability to present ideas in a business and user-friendly language.
  • Ability to communicate at all levels of Company and Customer hierarchies.
  • Highly self motivated and directed.

Key Technical Skills Requirements:

  • Strong knowledge of Linux, Shell scripting, SQL, PL/SQL scripting for the analysis and resolution of customer issues.
  • Experience with building and maintaining databases for query and problem tracking.
  • Demonstrable experience of supporting industry standard database platforms within the IT industry i.e. Oracle, SQL Server, DB2.
  • Experience of supporting Web based applications.
  • Working knowledge of administrating UNIX, Linux or Windows servers.
  • Working knowledge of Relational Database principles and methodologies.
  • Proven experience with troubleshooting principles.
  • Able to develop and interpret technical documentation for training and end user procedures.
  • In-depth, hands-on knowledge of and experience with enterprise and desktop applications.
  • Extensive Sales and Service Performance Management product knowledge (Training will be provided).
  • Good understanding of the Company goals and objectives.
  • Working knowledge of software development principles would be advantageous

Interested parties please send your application to NICE APAC recruiter

About this company

NICE Systems

NICE Systems (NASDAQ: NICE), is the worldwide leader of intent-based solutions that capture and analyze interactions and transactions, realize intent, and extract and leverage insights to deliver impact in real time. Driven by cross-channel and multi-sensor analytics, NICE solutions enable organizations to improve business performance, increase operational efficiency, prevent financial crime, ensure compliance, and enhance safety and security. NICE serves over 25,000 organizations in the enterprise and security sectors, representing a variety of sizes and industries in more than 150 countries, and including over 80 of the Fortune 100 companies.

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