Application Support Lead

Your Responsibilities:

• User Assistance: Provide prompt and courteous responses to user inquiries, troubleshoot issues, and offer solutions through various communication channels, such as in-person, email, phone, or chat.
• Issue Tracking: Log and track user-reported issues and requests using ticketing or support tracking systems. Ensure accurate and detailed documentation of user interactions and problem resolutions.
• Technical Troubleshooting: Diagnose and resolve basic technical problems related to software applications, including login issues, navigation problems, and basic software functionality questions
• Escalation: Escalate more complex issues to Level 2 or higher support teams when the resolution requires advanced technical expertise or deeper investigation.
• Knowledge Base: Contribute to the development and maintenance of a knowledge base by creating articles, FAQs, and troubleshooting guides to assist users in finding solutions independently.
• Software Updates: Assist users in performing software updates and patches provide guidance on basic software configuration changes.
• Communication: Maintain clear and professional communication with users, colleagues, and other support teams. Keep users informed about the status of their reported issues.
• Documentation: Document troubleshooting steps and resolutions in a clear and concise manner. Provide feedback to improve documentation and processes.
• Training: Participate in training sessions to enhance technical knowledge and keep up to date with software updates and changes.

Requirements

Your Qualifications:

• Bachelors Degree in computer science or equivalent required. Relevant technical certifications or coursework is a plus.
• Strong communication skills, both written and verbal.
• Experience working as a call center agent is preferrable.
• Basic understanding of software applications and common technical issues.
• Ability to analyze and diagnose simple technical problems.
• Familiarity with help desk or ticketing systems is advantageous.
• Customer service-oriented attitude with a patient and empathetic approach.
• Ability to work in a team environment and collaborate with colleagues.
• Willingness to learn and adapt to new technologies and software applications

Last updated on Nov 22, 2023