Application Support Specialist

13 hours ago

Cape Town, South Africa Graylink Full time

**Job Advert Summary**:
At graylink, helping our customers succeed is at the heart of what we do. We are looking for an Application Support Specialist to join our Client Services team in Cape Town. Our digital talent solutions help employers automate manual processes to recruit, retain and reorganise talent quickly, efficiently, and for less.

**Minimum Requirements**:
You'll have:

- Diploma or Degree in the Information Technology field
- Configuration and troubleshooting experience in IIS settings, web configs, and event log stacks
- Competent in creating and maintaining HTML, XML, and JSON files
- Experience in configuring integration data mappings
- Intermediate to advanced MS Excel skills, specifically in converting large datasets into meaningful reports
- Excellent troubleshooting and problem solving skills, with ability to take ownership of challenges and work independently
- Holistic understanding of hardware, software and networking and how they work together as an information system - and the ability to troubleshoot as each level
- Very good understanding of desktop computing, MS Windows and Office, internet browsers, cloud software, and networks
- Professional communication and writing skills
- Experience using Intercom and Jira
- An affinity for technology (you won't have to write the software, but it would help if you enjoy playing with new technology and gadgets)

**Duties and Responsibilities**:
We use Intercom's customer support and engagement products to give us the edge in not only delivering great support, but also to gain deep insights into how customers are using our software. All product development and support work is prioritised and managed using Atlassian Jira, and we use in-house tools to implement configurations to client deployments.

Your typical day will include:

- Use Intercom's live chat and helpdesk solutions to engage with users who need assistance
- Proivde phone support to users who call us directly
- Translate software change requests from clients and account managers into technical configuration requirements
- Use our in-house admin tool to implement the software configuration changes
- Analyse technical requirements for integrations between our software and third-party services
- Implement and maintain integration API data mapping configurations
- Monitor the support environment in real time to quickly identify and escalate more serious issues
- Interrogate event logs and use stack trace information to troubleshoot and identify errors
- Compile and analyse system data to aid in troubleshooting or to inform decisions
- Maintain configurations in our data analysis tools like Google Analytics, reporting/dashboarding systems, etc.
- Ensure that all the above are managed and kept within our customer service level agreements
- UAT
- Assist with maintenance of our product help/training site in Intercom, by keeping articles updated and identifying requirements for new articles based on support trends

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