Software Incident Specialist - Learning Technologyimc is one of the world's leading learning technology and content providers with 12 international locations and numerous award-winning solutions. We are proud to have over 400 valued employees globally that together support over 1200 customers, including numerous internationally renowned brands and public organisations who continue to inspire our passion for innovation.We hire great people and believe it is an extremely exciting time for the digital learning industry. We are on the look-out for an enthusiastic individual who desires a challenging Software Incident Specialist role, someone who has the same passion for learning as we do to join our team in Melbourne.What you'll doAct as the lead to our customers in the timely and professional resolution of issues and incidents.Undertake a deep root cause analysis of incoming technical tickets, and where possible resolving them, providing workarounds and alternate solutions where appropriate or routing them to our hosting or software development teams.Coordinate the incident analysis and resolution efforts between several teams such as the service desk, hosting, and software development teams.Build and maintain an ever-deeper knowledge of our Enterprise level software platform both technically and functionally.Share your expertise in our knowledge base by creating customer help documentation that can be reused so customers can help themselves.What you'll need2 to 3 years technical experience in a technical support/management role.Support experience in the IT environment, as well as knowledge in log and error analysis of web applications desirable.Practical experience in working with SQL, HTML, XML, CSS, Java.Ability to work in a team, customer, and solution-oriented environment, as well as super analytical skills.Excellent people and communication skills both verbal and written.Ability to motivate and influence others (colleagues, customers, etc.) to help you achieve best outcomes.Experience and/or successful qualification or degree in IT/Computer Science.What you will expect at imcHybrid Working: Working at home or in the imc office? We offer "Full flexibility, but not 100% remote". You can combine the advantages of both worlds depending on your personal preferences.Flexible Working Hours: As long as your schedule and position allow it, you can work flexible hours.Good Traffic Connection: With public transport, you can reach all our offices easily and conveniently.Employee Events: Not only do we enjoy working together, but we also like to socialise and celebrate together. In addition, joint activities strengthen the team spirit.Your skills and expertise are our focus, no matter who you are or where you come from. We value diversity and promote inclusion, and are proud of our diverse teams, so join us and bring your perspective to imc.Do you want to know more about the job or do you have any further questions? You can get answers of a functional nature from Koven Minien. Furthermore, Claire Raistrick from HR will be happy to help.We'll have a first phone call to see if we are a match. In a face-to-face interview, we get to know each other. Your offer - we are happy to have you on board.A little more about your teamYour future team comprises a diverse range of colleagues with a common goal: Helping our clients to map their professional development processes in our learning management system with great success. Each team member contributes their individual knowledge and experiences, and the combination leads to success. Willingness to help and a good sense of humour are among the key characteristics our Customer Service colleagues share.Mutual respect is the foundation for a great team culture. The colleagues also like to get together after work to discuss projects informally.
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