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Support Coordinator – Mobile Apps

Discipline:
Administration, Mobile, Project Management, Technology
Business unit:
Enterprise Services
Location:
Melbourne
Employment type:
Full-time Permanent

Who are we?
Outware Mobile are award-winning developers of apps for iPhone, iPad, Android and Windows devices. Our experienced team of developers work with organisations of all sizes to produce apps that are innovative and easy-to-use, delivered on-time and on-budget. Founded and run by developers, we strive for technical excellence and understand how to make great software. This is why we are Australia's premier mobile app development team.

We have an exciting opportunity for a support coordinator to join the team. Our Managed Services team are changing the way mobile app support is delivered for some of the most popular apps used by millions of Australians. Taking a strong focus on proactive support, our team uses app store ratings, analytics and user feedback to continuously improve the mobile app experience. You will work closely with the Manager for our Mobile Managed Services while developing key relationships with our Development, QA , UX teams and clients to ensure their mobile apps are the best they can be.

What will the role involve?

Our Managed Services team is vital to the success of our app development and our commitment to our clients. In this varied role, you’ll be the go to person to coordinate the support teams’ workflow, provide administration support, manage the release process and manage client relationships.

The role will include:

  • Running the daily team stand ups
  • Coordinating the support teams work – accepting tickets, determining and updating ticket priorities, ensuring the team are updating the tickets with latest comments
  • Requesting additional clarification from clients when required
  • Coordinate release process – prepare submissions, gather information and coordinate with our clients
  • Provide timely updates to clients on the progress of their tickets
  • Attend new client on boarding meetings
  • Conduct internal and on-board of new clients
  • Be involved in monthly client operational meetings
  • Review the team’s timesheets
  • Prepare monthly budget and incident reports for each client​

What are we looking for?

  • Previous experience in a support or project role within an IT or Digital Environment
  • Passionate about mobile apps
  • Previous experience with JIRA or equivalent ticketing system
  • Excellent people skills & collaborative attitude
  • Comfortable working with clients
  • Strong prioritisation/decision making skills
  • Accuracy and attention to detail
  • Ability to multitask and rapidly context switch
  • Friendly, passionate, professional
  • Self-motivated & quick learner

Benefits of working at Outware

  • Improve and develop your skills on high profile, exciting and important apps used by millions of Australians
  • Be part of a creative and passionate team that loves technology
  • Be supported by friendly and experienced colleagues that can help you progress your career
  • Work from a great central location in CBD, close to public transport and cafes
  • Join a team that is committed to being a great place to work

 

Please note - You must be a permanent resident or have appropriate work rights in Australia to be considered.  Strictly no agencies.

 

#Outware

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