Software Incident Specialist

Software Incident Specialist imc 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. You will cover customers across our APAC region, who are operating our cloud-based, award-winning Learning Management System (LMS) – the imc Learning Suite. Here’s what you’ll be doing

• Acting as the lead to our customers in the timely and professional resolution of issues and incidents.
• Undertaking 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.
• Coordinating the incident analysis and resolution efforts between several teams such as the service desk, hosting, and software development teams – ‘rallying the troops to get what needs to be done, done.
• Building and maintaining an ever-deeper knowledge of our Enterprise level software platform both technically and functionally.
• Sharing your expertise in our knowledge base by creating customer help documentation that can be re-used so customers can help themselves.

• 2 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.

• Engagement with a fun, enthusiastic, diverse, and energized team.
• Be part of a true local and global business.
• Flexibility to show your initiative and support to guide you on your way (we have a unique approach to share with our successful candidate).