Application Support Engineer

Roles and Responsibilities:

- Answer, reply, and support all clients whether through phone or email, operate as their helpdesk, and handle their complaints 24/7.

- Resolve client’s issues related to Applications.

- Maintain application monitoring, performance tuning, and testing.

- Act as a technical resource for internal and external products.

- Walk customers through the process of how to use services for the first time.

- Help customers troubleshoot issues they encounter while using services and provide actionable tips to resolve the problem.

- Maintains customer records by updating account information.

- Resolves product or service problems by clarifying the customer's complaint and determining the cause of the problem then selecting and explaining the best solution to solve the problem and finally following up to ensure resolution.

- Prepares product or service reports by collecting and analyzing customer information.

- Prepares and sends technical documentation to customers.

- Contributes to team effort by accomplishing results as needed by the organization.

- Generates frequent reports from SQL.

- 24/7 monitoring of Applications and escalates to the appropriate party when required

Requirements

- Bachelor's degree in Computer Science

- Minimum 3 years of experience in application support.

- Strong customer service and support focus with a desire to deliver a high-quality service.

- Self-motivated and highly professional with the ability to lead and take ownership and responsibility.

- Extensive problem-solving and debugging skills.

- Experienced in Problem and Incident Management.

- Excellent interpersonal and communication skills.

- Flexible in working outside of core business hours.

-Strong Database knowledge (SQL – MongoDB).

Last updated on Nov 26, 2023