Position Summary:

We are looking for an Application Support Specialist. The candidate will have excellent communication skills and a track record for providing great customer service and troubleshooting methods. There is a unique opportunity to work in challenging IT environments enabling both your problem solving and leadership skills. The client-facing nature of this role requires that oral and written communication skills are of utmost important, as is the ability to get hands-on when required.

About MA Financial Group:

MA Financial Group is a global alternative asset manager specialising in private credit, real estate and hospitality. We lend to property, corporate and specialty finance sectors and provide corporate advice.

We invest and manage $9.9 billion on behalf of our clients, have $128 billion in managed loans and have advised on over $120 billion in advisory and equity capital market transactions (as at September 2024).

We have a team of more than 800 working in Australia, Hong Kong, China, Singapore, Philippines and the United States.

MA Financial is a place of opportunity and unlimited potential. It’s a place that empowers you to think, collaborate, and help create something truly valuable.

Key Responsibilities

• Respond to broker queries and help requests, gathering information related to incidents or issues to determine the root cause of the problem and devise solutions to resolve the user’s issue.
• Manage the flow of incoming support requests and escalate issues to Internal Developers as required along with details related to the problem, records of unsuccessful solutions, and any data gathered related to the user’s problem.
• Where possible, directly resolve the brokers technical issues either by remotely accessing the brokers computer to examine their settings and system and taking steps to resolve the issue.
• Maintain detailed records of brokers issues to diagnose and repair problems.
• Conduct periodic system tests when required.
• Assist with troubleshooting activities and ensure that software updates do not cause unforeseen problems elsewhere within the system or result in excessive downtime.
• Maintaining a library of knowledge base articles for any known issues or system functionalities

Qualifications:

• Genuine “customer first” approach and comfortable dealing with customers
• Demonstrated experience working in comparable service desk position
• Strong communication and interpersonal skills
• Good time management, strong analytical and problem-solving skills
• Ability to think on their feet
• Comfortable working as a team
• Able to work effectively and efficiently towards goals in a complex/diverse environment with multiple and changing demands
• Previous experience in similar industry is highly desirable
• Tertiary qualifications in Banking & Finance is highly desirable