Application Support Specialist
4 days ago
Liyema Consulting seeks a highly skilled Application Support Specialist to join our team. This is a full-time position with a competitive salary of $65,000 - $85,000 per annum, depending on experience.
About the RoleThis role involves providing exceptional technical support to our clients, ensuring seamless application performance, and resolving complex issues efficiently. The ideal candidate will possess advanced knowledge of MS Suite, SQL, Salesforce, and Atlassian Suite, as well as excellent problem-solving and communication skills.
Key Responsibilities- Ticket Management: Perform initial triage on all logged tickets, identifying and assessing issues in existing and new applications. Resolve tickets quickly, understand root causes, and communicate resolutions to end users within Service Level Agreements (SLAs). Provide training to users as necessary.
- System Monitoring: Monitor system health, manage fallout, maintain daily checklists, and report issues. Drive incidents according to established processes.
- Cross-Functional Collaboration: Collaborate with various departments to resolve issues and ensure knowledge alignment within the team.
- Documentation: Write reports, document root causes, support guides, and other artifacts to retain knowledge.
- User Management: Manage user creation and attestation on all systems.
- Support ISP Integration: Assist ISPs with integration requirements and test data.
- Escalation Management: Facilitate escalations with speed and accuracy.
- Technical Product Support: Support technical product creation, migrations, and seamless month-end and debit order runs.
- SLA Optimization: Continuously challenge and minimize SLAs to ensure optimal customer experience and same-day activation.
- Stakeholder Communication: Effectively communicate issues, resolutions, and next steps to all stakeholders.
- Cost Reduction: Drive cost reduction efforts to a minimum.
- Performance Improvement: Facilitate and drive retro actions to improve team performance and metrics.
- Ownership: Eagerly own and support any application used in development.
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