Application Support Specialist
Location: Sri Lanka (Colombo)
Location: Philippines (Metro Manila)
Job description
The Application Support Specialist is responsible for ensuring the optimal functionality of software applications through effective troubleshooting, technical assistance, and collaboration with development teams.
Responsibilities
- User Support:
- Respond promptly to user queries and issues.
- Provide hands-on support for users experiencing difficulties.
- Maintain a user-focused approach to problem resolution.
- Technical Assistance:
- Collaborate with developers to understand application architecture.
- Conduct thorough technical analysis of application issues.
- Assist in the implementation of application updates and patches.
- Problem Analysis:
- Investigate and analyze complex system errors.
- Identify root causes of issues and implement corrective measures.
- Conduct proactive monitoring to identify potential issues before they impact users.
- Documentation:
- Create comprehensive documentation for support processes.
- Develop and maintain an extensive knowledge base.
- Contribute to the continuous improvement of support documentation.
- Communication:
- Communicate effectively with technical and non-technical stakeholders.
- Collaborate with cross-functional teams to ensure holistic issue resolution.
- Provide regular and detailed updates on ongoing support activities.
- Training:
- Conduct training sessions for end-users on application usage.
- Develop training materials and resources for ongoing user education.
- Stay updated on new features and functionalities to facilitate user training.
- Quality Assurance:
- Perform regular quality checks to ensure application integrity.
- Participate in testing activities for new releases and updates.
- Contribute to the development of automated testing procedures.
Requirements
- Bachelor’s degree in computer science, Information Technology, or a related work experience.
- Proven experience in application support or a related role.
- In-depth knowledge of software applications and their underlying technologies.
- Strong problem-solving and analytical skills.
- Effective communication skills, both written and verbal.
- Proficient in troubleshooting and debugging techniques.
- Familiarity with databases, operating systems, and programming languages.
- Strong customer service and interpersonal skills.
- Ability to work independently and collaboratively within a team.
