Telstra Hiring for Software Deployment & Support Consultant Job at Melbourne Full Time

What is the focus of the role?

The core role of the Software Deployment & Support Consultant is providing technical & installation support to the Australian client base that operates the Telstra Health Clinical Care, Medication Management & Resident Manager system.

You’re responsible to deliver Level 2 technical and installation support to Telstra Health’s client within the agreed service level and other required performance metrics. Additionally, to ensure the documentation relating the Support desk is current and the information recorded is correct & accurate in CRM.

Key Responsibilities

• Provide support for clients who have technical and installation support queries
• Log calls and liaise with various other Telstra Health team members (i.e. Senior Support, Development Team) to resolve issues
• Install and configure application software into client and hosted environments
• Follow through on escalated cases, chasing for responses where required
• Call clients and respond to emails with appropriate and accurate solutions within the agreed service level
• Troubleshoot technical issues, including firewall and connectivity issues
• Assist with scheduling upgrades
• Engage in weekly, fortnightly or monthly meetings with clients
• Work closely with key internal and external stakeholders
• Work with the Software Deployment & Support & Support Manager & Operations Manager on improving product and support competencies
• Provide details around enhancement requests to the product team
• Work with the Product team undertaking upgrade and release testing as part of the product release cycle and reporting suspected bugs
• Assist in testing of bugs reported internally and by clients
• Assist in any documentation relating to deployment/upgrades with all products and software releases
• Review open and closed cases to ensure process is being followed, cases are being closed correctly and are meeting the KPI’s set out by the business.
• Escalate concerns and internal training requirements to the appropriate office lead and/or management.
• Assist from time to time in additional projects, these will focus around:
• CRM
• Reporting
• Infrastructure
• Development

Essential Experiences

• Client Support or Helpdesk within IT environment a must
• Helpdesk processes and their implementation
• Use of Case Management system/s
• Exposure to ISS and SQL Server
• Previous experience in Technology/development environment
• Customer Service skills in call centre/helpdesk environment
• Effective interpersonal skills
• Process driven with strong and organisational capabilities
• Experience in Health, Aged Care, and Community Care or Nursing sector

If this opportunity sounds like a perfect fit for you, we’d encourage you to apply!

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We’re committed to building a diverse and inclusive workforce in all its forms. We encourage applicants from diverse gender, cultural and linguistic backgrounds and applicants who may be living with a disability. We also offer flexibility in all our roles, to ensure everyone can participate.

To learn more about how we support our people, including accessibility adjustments we can provide you through the recruitment process, visit tel.st/thrive.

Recruitment Start Date: 04/07/2022

Recruitment End Date: 01/08/2022

Remuneration Range: $69,080- $100,200