Application Support Specialist

• Act as a single point of contact for support requests from external and internal systems' users regarding issues and queries.

• Monitor and respond to open tickets submitted via different channels in a timely manner.

• Provide prompt and accurate feedback to customers.

• Refer to internal database or external resources to provide accurate tech solutions.

• Prioritize and manage multiple open issues at one time.

• Properly escalate unresolved issues to appropriate internal teams (e.g. software developers).

• Follow up with issue reporter till closure of the issue.

• Conduct health checks of the system at agreed upon recurring intervals.

• Troubleshoot basic software issues and pull the logs for investigation.

• Execute DB scripts/extracts as needed.

• Develop an effective level of product knowledge to help him/her address customers’ issues smartly and quickly.

• Conduct trainings to users to ramp-up their knowledge.

• Successfully capture customers' product expectations, experiences, satisfaction, and likelihood of abandonment.

• Respond to emergency situations and be on-call as assigned.

• Maintain and update technical documents and procedures, and ensure all incidents are properly logged.

• Report issues to external service providers and follow up.

• Administer internal system users and permissions.