The Business

Connective is a forward-thinking fintech company and the preferred choice for Australia's leading mortgage brokers.

We provide innovative solutions to mortgage and asset finance brokers, striving to be their indispensable business partner. At the heart of our offering is 'Mercury Nexus,' our award-winning CRM software, which embodies our commitment to excellence and innovation.

With industry-leading products, exceptional customer engagement scores, and ambitious growth plans, we aim to remain the partner of choice for our broker members. At Connective, we pride ourselves on fostering a strong and inclusive culture, making us the employer of choice for exceptional professionals.

The Role

The Junior Software Engineer is responsible for supporting the operation of the Mercury Helpdesk team by efficiently handling, troubleshooting and managing product defect escalations. This involves effectively triaging issues, accurately documenting them, and collaborating with cross-functional teams for prompt resolutions. Additionally, the role plays a vital part in maintaining the platform's quality and reliability by supporting BAU development activities and service requests and contributes to service delivery initiatives.

Key Responsibilities:

• Assess incoming Mercury Nexus related bugs and defects reported by the Mercury Helpdesk
• Troubleshoot bugs and defects to determine root cause and work with developers to assist with resolution.
• Assess and investigate support queries submitted by the Digital Marketing Hub (DMH) team.
• 100% of escalated issues are reviewed within 24 hours of being reported.
• 100% of escalated issues have a ‘Definition of Done’ clearly defined.
• Problem tickets have been created for identified recurring incidents.
• Process requests as received from the Mercury Helpdesk
• Data requests are completed every Thursday.
• Create and update wiki articles where knowledge gaps are identified when assessing bug and defect escalations.
• Articles identified for creation or update are written pending review within 5 days of discovery.

Requirements

• Proficiency in Java, JavaScript and SQL programming languages.
• Strong ability to efficiently identify, reproduce, and prioritise reported bugs or issues.
• Skill in assessing the severity and impact of reported issues to determine whether escalation is necessary.
• Excellent communication skills and customer service orientation.
• Strong analytical and problem-solving skills.
• Capability to maintain detailed documentation of reported issues and resolutions. • Ability to work effectively within a team environment, collaborating with cross-functional teams as well as working autonomously.
• Effective time management skills to prioritise tasks, manage workload efficiently, and meet service level agreements (SLAs).

Benefits to you

As a valued member of the Connective team, you'll enjoy:

• A collaborative and high-performing culture.
• Comprehensive staff benefits to support and reward your contributions.
• Access to a wide range of learning platforms to achieve your professional goals.
• Competitive remuneration including annual profit sharing.

To Apply

Click the Quick apply button above to submit your application.

All applications will be handled with strict confidentiality.