Application SpecialistDepartment: Technical Success
Employment Type: Permanent
Location: Sydney, Australia
DescriptionYOUR OPPORTUNITYThe Application Specialist is an expert in the InMoment products and builds Customer Experience solutions using InMoment software.
This position is both people and product-oriented and owns the responsibility of delivering high-quality solutions to delight our clients and carry on a tradition of service excellence.
The Application Specialist works with a Customer Success Manager or directly with the customer under moderate supervision.
The Application Specialist reports to the Service Delivery Manager, and the team is currently based in Sydney and Singapore. The role provides a superb training environment for learning best practices in enterprise feedback management, customer experience (CX), and Voice of the Customer initiatives in a high-growth and rapidly evolving environment.
WHO WE AREAt InMoment, we #OwnTheMomentsThatMatter.
We believe every moment offers a new opportunity to make an impact.
In every interaction, whether personal or professional, we are intentional and we take deliberate action to make the lives of our families, teammates, clients, and community better.
As you join InMoment, you join an industry-leading company dedicated to improving experiences and helping businesses take actions through an integrated CX approach:
Integrating the voice of the customer wherever they are in their journey (taking surveys, on social media, or leaving reviews, calling the contact centre).Integrating an AI-powered approach to eliminating data silos and leveraging intelligence.Integrating CX technology to prioritise action and inform business decisions—through self-serve or strategic advisors.Ultimately, we are the best at helping our clients achieve better business results and Experience Improvement (XI) with the best-in-class CX analytics & action solutions.
WHO YOU AREBachelor's degree in Computer Science, Information Technology, or a related field.1-2 years of experience in a technical support or application specialist role.Strong understanding of software applications, databases, systems integration, and troubleshooting techniques.Excellent problem-solving and analytical skills, with the ability to diagnose and resolve technical issues efficiently.Excellent communication and interpersonal skills.Proficiency in support ticketing systems and remote support tools.Ability to explain complex concepts to non-technical users.Proficiency in using and supporting CRM systems and other business software applications.Ability to work independently and as part of a team.Strong analytical and problem-solving abilities.Experience in the customer experience (CX) industry is a plus.Ability to grasp new technology platforms and quickly understand how to use and manipulate new technology.Proven ability to listen and understand customer needs with an empathetic ear.Independent thinker, creative problem solver, with an exceptional eye for detail.Ability to work in a high-energy technical team environment as a team player.Conduct quality reviews for deliverables.Agile development methodology experience is preferred.Data and tech-savvy. WHAT YOU'LL DOSupport the Customers and Customer Success Managers in configuring CX programs.Support team members in scoping client needs and requirements.Implement technical solutions, e.g., configuring surveys, dashboards, reports, etc.
using InMoment Platforms.Create user accounts and perform other system administrative tasks.Conduct quality reviews for implementation deliverables.Maintain/update project & solution documentation.Develop and maintain documentation, including user guides and troubleshooting guides.Utilise InMoment Platform knowledge to share best practices for solution implementation throughout the scoping process.Collaborate with cross-functional teams to identify and implement program improvements.Work with predominantly internal stakeholders to troubleshoot and resolve client's technical/system-related issues and questions.Work on multiple projects simultaneously and deliver these projects in accordance with project timelines. WHAT YOU'LL GAINAutonomy - We trust our employees and offer an extremely flexible work schedule and the opportunity to work remotely.Automatic day off for your birthday; we want to celebrate you and the moments that matter.Leave that can be rolled over if not utilized, although we highly encourage you to take the necessary time off to switch off!Parental Leave.Fun, innovative, collaborative, and supportive working environment.Inclusion and Diversity teams - Women of InMoment and InMovement.Employee recognition platform points can be used with retailers such as Amazon, and use points for hotels, tickets, gift cards, and charitable donations.Employee recruitment referral program with generous payouts! KEY RELATIONSHIPSReports to Team Leader, Technical Success, and accountable to an Account Director.
LOCATIONRemote/Hybrid/In-Office (Sydney)
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