Applications Specialist - Hybrid/Wfh Position

Mandalay Technologies is the leading provider of weigh-bridge software and data management systems for the waste management industry in Australia. We are a SaaS business that operates an application, data, and reporting platform for customers in the waste management industry. We run a whole suite of cloud-based applications and have a large, distributed footprint with data replication to 100s of facilities across Australia.
 

About the job:

The role is suitable for an employee within SE Queensland working under a hybrid arrangement with a mix of Work From Home and office based work. 
 

Purpose

The role of the Application Specialist is to support and train new and existing customers on the use of our applications through a mix of reactive support, services work and project based implementations.

Key Responsibilities

• Accept, manage and triage requests for support using Mandalay’s support request systems that results in both favourable outcomes for both the business and our customers
• Own and manage all allocated customer contacts through to resolution, including the coordination with other stakeholders as required
• Liaise with other areas of the business to collaborate on support requests of a technical and application nature in order to provide a holistic solution to the customer
• Provide expert advice to customers on the use of the application in accordance with user documentation, regulatory considerations and industry best practice
• Maintain professional knowledge of the application and user domain in order to provide fit for purpose advice and solutions to customers
• Develop and/or improve training materials and deliver user training on the application through various mediums and tailored to the audience as required by the customer
• Develop user documentation including video, screen capture and other mediums to assist customers in using and implementing system features 
• Contribute to the onboarding and set up of new customers and the expansion of functionality provided to existing customers, ensuring they are established prior to the product going live.
• Assist in the overall management and development of Mandalay’s application including updating user records and contributing to the development and testing of new releases
• Contribute to the wider team to ensure overall support coverage is maintained including taking part in the on-call roster
• Undertake other reasonable duties as required and directed 

Key competencies

The successful candidate is expected to initially provide support services to existing customers while they learn the products and customer domain. Opportunities to apply the growth in skills will be made available through the gradual introduction of providing user training and ultimately new customer implementations. 

The ideal candidate is a person who enjoys assisting customers to improve their knowledge, skills and confidence in utilising systems to achieve great outcomes in an operational setting. Naturally curious and an analytical thinker, a person who enjoys investigating and exploring data based issues and scenarios will find interest in this dynamic role. To be successful, the employee requires:

• Effective communication, negotiating and influencing skills
• The ability to coach and train customers, manage conflict and resolve issues
• Strong initiative and takes ownership of tasks through exercising initiative
• Accountable for outcomes and actively seeks feedback on their own performance to continually develop and grow
• Is driven to succeed as part of a wider team and maintains a customer centric outlook
• Curious mind and a strong drive to solve problems where no predefined resolution exists
• Flexible and adaptable approach to work
• Highly organised with the ability to prioritise work effectively
• Solution focussed outlook and an ability to be proactive, positive and efficient

Role requirements

• Demonstrated experience working in a customer service or IT support orientated role
• Intermediate skills in Microsoft suite, i.e. PowerPoint, Excel, Word, Power BI
• Demonstrated ability to rapidly learn new skills relating to IT applications
• Demonstrated experience in establishing and managing professional customer relationships
• Demonstrated ability to prioritise, schedule, and track delivery of tasks and activities including the management of conflicting priorities and changes in the environment 
• Proven ability to collaborate with a wider team, be flexible and find innovative solutions to complex problems
• Desirable - Certificate level qualifications in Business, IT, Front line management a similar field or significant demonstrated experience
   

How to Apply

Please submit your resume and a cover letter addressing your suitability for the role with a focus on addressing the Role Requirements. 
Applications without a cover letter will not be accepted.

At Mandalay Technologies, we are passionate people who go over and above and help each other out every day.  The nature of our business means you will always be busy, your focus might change, and you might be asked to contribute in different teams or undertake different tasks not normally in your technical remit.  Your position description is a guideline and not an exhaustive list of all the amazing things you will do with us. 

https://www.mandalaytech.com.au/