Reveal Careers

Description

Job Description

Position: Application Support Specialist

Reports To: Manager of Customer Support

Location: Sydney, Australia

Job Overview

The Application Support Specialist is a key member of an overall team responding to customer inquiries across the full suite of Reveal software.  They are responsive, helpful, thorough, and communicative when working with those internal and external to Reveal.  They are first-line responders and carry from initiation to resolution.  This individual is quick at determining the level of support required and performing triage to correct up-line team members. 

Responsibilities & Duties

• Respond to customer inquiries in a timely manner and resolve issues based on the Application Support Playbook.
• Owns tickets until completely resolved and provides follow-up with client after closed to assure continued success.
• Triage tickets by completing required information gathering, issue identification, and replication steps.
• Escalate tickets to appropriate team to assure SLAs are maintained.
• Contribute to software documentation, knowledgebase articles, and other client-facing materials.
• Work with Support Engineers to continuously update the Application Support Playbook.
   

Characteristics

• Excellent written and oral communication skills.
• Engaging personality and ability to engage others.
• Keen sense of attention to detail.
• Obsessive documentation practices.
• Problem solver with follow-through on tasks.
• Seeker of excellence with unending pursuit of improvement.
• Unselfish team player.
• Quickly learn and understand technology.

Education & Experience

• College degree in Computer Science or Information Systems related area.
• Familiar with client-server architecture, modern programming language, and SQL scripting.
• 4 to 7 years of working experience.
• eDiscovery experience is a big plus.
• Familiar with Azure/AWS a plus.

This job description reflects the present requirements of the position. As duties and responsibilities change and develop, the job description will be reviewed and subject to amendment. 

Hiring Policy

This job description reflects the present requirements of the position. As duties and responsibilities change and develop, the job description will be reviewed and subject to amendment.

Reveal is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. Reveal does not discriminate in employment on the basis of race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, retaliation, parental status, military service, or other non-merit factor.