We are seeking a highly motivated and detail-oriented Application Support Specialist to join our dynamic team. The successful candidate will play a crucial role in ensuring the smooth operation and support of our company's applications. The Application Support Specialist will be responsible for troubleshooting, resolving issues, and providing excellent customer support to end-users.

Responsibilities:

• 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.