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Salary: AUD 85,000 - 0 / annual
Xplor Education is seeking an Application Support & Testing Specialist to join their Education Vertical team in Melbourne. Reporting to the Application Support Team Lead, you will investigate, diagnose, test, and resolve software and application support issues for internal teams and customers, working within agreed service level agreements.
Key responsibilities include:
- Investigate and diagnose escalated application support cases, analyzing customer issues, reproducing defects, and conducting technical testing
- Use SQL, application logs, support tools, and technical documentation to diagnose software faults, data issues, system errors, and performance concerns
- Reproduce reported issues in test or support environments and document findings for escalation to product, development, or engineering teams
- Prepare and execute support testing activities, including test cases, regression checks, and validation of configuration changes and system updates
- Perform testing of fixes and configuration changes to confirm resolution before ticket closure
- Document root causes, workarounds, and resolutions for recurring issues
- Develop and maintain support procedures, knowledge base articles, troubleshooting guides, and internal technical resources
- Liaise with product, development, implementation, and customer success teams on complex technical matters
- Analyze ticket trends and system support data to identify opportunities for process improvement
- Maintain high standards of technical support and customer satisfaction while meeting KPIs for ticket resolution, SLA compliance, and quality
The role offers a hybrid working model with 2-3 days per week in the Melbourne office and the remainder working from home. This is a full-time position.
Requirements:
- Bachelor's degree or higher in Information Technology, Computer Science, Software Engineering, Information Systems, or closely related field
- Strong proficiency in SQL, Microsoft Excel, and data management
- Ability to investigate data discrepancies and validate application behavior
- Demonstrated experience resolving customer-reported technical issues with a professional, solutions-focused, and analytical approach
- Ability to maintain accuracy, resilience, and sound judgment when investigating urgent or complex technical support matters
- Proactive and self-motivated learner capable of quickly understanding new software applications, support tools, and technical processes
- Experience working with virtual and cross-functional teams including product, development, implementation, and customer support teams
- Advanced Microsoft Office skills, particularly Excel, for analyzing support data and preparing reports
- Ability to work within a global organization and collaborate with international technical and support teams
- Demonstrated experience using multiple technology platforms, support tools, ticketing systems, and application support resources
- Ability to adapt to complex and changing software environments, product updates, and customer support requirements
- Strong communication skills to explain technical issues, resolutions, and workarounds clearly to customers and internal stakeholders
- Experience prioritizing multiple support tickets and technical investigations during high-volume periods
- Motivated learner with strong interest in developing technical application support, testing, troubleshooting, and software diagnostic skills
