Application Support Specialist | Technical Operations Expert
2 days ago
Liyema Consulting is seeking a skilled Application Support Specialist to join our team.
The successful candidate will have excellent technical skills and experience in application support, with a focus on problem-solving and customer service.
Key Responsibilities:
- Ticket Management: The ideal candidate will have the ability to triage tickets quickly, identify root causes, and communicate resolutions to end-users within Service Level Agreements (SLAs). They will also be responsible for training users as necessary.
- System Monitoring: Our team member will be responsible for monitoring system health, managing fallout, maintaining daily checklists, and reporting issues. They will drive incidents according to established processes.
- Cross-Functional Collaboration: We are looking for a collaborative individual who can work with various departments to resolve issues and ensure knowledge alignment within the team.
- Documentation: The successful candidate will be responsible for writing reports, documenting root causes, support guides, and other artifacts to retain knowledge.
- User Management: Our ideal candidate will manage user creation and attestation on all systems.
- Support ISP Integration: They will 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.
Qualifications:
- Suitable tertiary qualification
- Salesforce Certificate in Administration and Advanced Administration
Experience:
- Previous experience as an Application Support Specialist or similar role
- Proficiency in SQL scripting and understanding APIs
- Willingness to work after hours and weekends
Knowledge:
- Understanding of IT management and software development
- Telecommunication experience is advantageous
Systems & Proficiency:
- MS Suite (Excel, Word, PowerPoint, Outlook): Advanced
- SQL: Advanced
- Salesforce: Advanced
- Atlassian Suite: Advanced
Skills & Competencies:
- Customer service orientation
- Problem-solving
- Planning and organizing
- Quality orientation
- Action orientation and proactivity
- Verbal and written communication, initiating action, and facilitation
- Multitasking, ability to work under pressure
- Attention to detail, record keeping
- Interpersonal sensitivity and conflict resolution
What Will You Be Measured On?
- Ticket and fallout volumes
- SLA of tickets
- Dispute and rejection ratios
- 360 reviews
We offer a competitive salary range of $80,000 - $110,000 per annum, commensurate with experience.
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