Application Support Specialist, Technical Support

RELEX Solutions is a leading Supply Chain Software company, providing innovative solutions to help businesses optimize their operations. Our team is dynamic, collaborative, and focused on driving growth through creative and targeted marketing strategies. RELEX Solutions is looking for talented innovators who really want to get stuck in and make a difference on our journey to humble world domination. People like you!  

As a fast-growing Finnish software provider for retail and manufacturing planning processes we help make our customers become faster, more effective and more profitable. And as an employer? At RELEX, we prioritize our employees as much as we prioritize supply chain optimization. You benefit from a high degree of autonomy, strong company culture, diverse development opportunities and a working environment in which we pay particular attention to the balance of professional and private life. 

We are now looking for an Application Support Specialist to join our Technical Support team in Melbourne. You’ll join a team of highly skilled professionals who solve complex and unique issues as specialists in the 2nd line of support for RELEX customers.

You will help the team achieve this goal by satisfying our customers' needs and respecting our SLAs (Service Level Agreement). Our team provides customer support 24/7 and therefore we have team members working from different time zones.

What you'll be doing: 

• Providing software support for global customers facing issues in their production environments 
• Handling complex Application Support Requests such as missing data (data reporting and error verification), complicated problems with scheduled runs (maintaining customer’s platforms), integration troubleshooting, and application performance issues 
• Maintaining SaaS service including setting up, refreshing, and upgrading RELEX software environments 
• Writing and maintaining a knowledge base of instructions on how to solve issues for the 1st level of support 
• Mentor and educate the 1st level of support 

 What you'll bring to the table: 

• Bachelor's degree or 1 to 2 years of work experience in the field of Information Systems Technology, Computer Science, or similar field 
• Basics skills of Linux/Unix 
• Knowledge of databases, SQL is a MUST and version control systems 
• Effective troubleshooting and diagnostics skills 
• Good written and verbal customer communication skills 
• Experience with using ticketing systems (Jira, ServiceNow, etc.) 
• Fluency in English (both written and spoken) and proficiency in an additional language such as Chinese, Japanese, or Thai.

What we consider as an advantage:  

• Other language skills 
• Scripting skills in any modern scripting language (Shell, Python, Ruby, etc.) 
• Work experience in IT support or customer service 
• Networking Knowledge 
• Cloud/Hosted environment experience preferred
  
  

What we offer you in return:  

• Interesting and challenging case work and development tasks 
• Possibility to influence the way we do things and plan your own work 
• Flexible work hours and the possibility to work remotely 

Are you the one we’re looking for? Apply today!

You can apply by sending your cover letter and resume through the application form. Please note that we will fill this position as soon as we’ve found the right person, so we recommend that you act quickly.