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Application Support Analyst

Permanent Support Services

The Role:

Based in Southbank, in this role you will work with talented and supportive colleagues across the APAC region to provide professional customer service and resolutions to customers using the Ascender Pay application.

Note:  Remote onboarding and work from home is supported until such time as a return to the office is possible under COVID19 restrictions.


  • Providing timely and high quality resolutions to customer incidents and service requests following agreed process guidelines, work practices and service standards
  • Delivering support services within agreed customer Service Levels and Key Performance Indicators
  • Learning and sharing knowledge/skills and working collaboratively
  • Delivering customer and internal facing training/information sessions
  • Actively participating in Ascender team activities
  • Communicating with clarity and purpose to both clients and colleagues to achieve accurate resolutions
  • Contributing to team tasks as required to provide outstanding support to customers
  • Identifying, creating and contributing to continuous improvement initiatives which improve process and/or service to customers
  • Developing and maintaining relationships with business customers and other support teams


Skills & Experience:

  • Ascender Pay experience (payroll, systems administration) desirable
  • HRIS/HCM configuration experience desirable
  • Demonstrable ability to apply critical thinking and problem solving skills
  • At least 2 years' experience in a customer service environment providing application support to customers desirable
  • Results orientated with demonstrable experience
  • Ability to manage multiple priorities and deliver against tight deadlines


What we offer:

  • Opportunity to join a critical support services team at an exciting time in Ascender's growth journey, helping drive our vision for total customer satisfaction.
  • Driven and collaborative team based across Asia Pacific region.
  • Growing organisation with career progression. 


About Ascender:

Ascender is one of the leading payroll outsourcing and HCM solutions providers in the Asia-Pacific and Middle East. We believe we don't just pay people, we enrich their lives and help them build prosperity.

With more than 1.3 million employees of our customers being paid using Ascender's HR/payroll platforms throughout the regions, approximately 1,400 global brands and listed companies across a range of different industries trust us to meet their payroll needs.

We service these customers through 800 dedicated Ascender staff based in 10 countries, who have local payroll knowledge and expertise across 7 languages, providing payroll solutions to 31 country legislations.


If you would like to be considered for this opportunity, please apply with your resume attached by clicking 'Apply' button.


LocationSouthbank, Melbourne, VIC, Australia
Applications closeSeptember 30, 2020
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