Senior Application Support Specialist

at  Cirdan

ABOUT THE ROLE:

Our Application Support Engineers provide 1st to 3rd lines of support. The main objective of the role is to provide support to customers experiencing issues with the application and manage these through to resolution in line with agreed SLAs. This is a diverse and challenging role where problem-solving and communication skills are as important as technical capability.
You will be providing an excellent customer experience across all customers’ user base, whilst assisting the Support Team Lead with the development and implementation of customer care improvement strategies. You will be responsible in developing, maintaining and enhancing customer relationships and meeting organizational and operational objectives.

PRIMARY ROLE AND RESPONSIBILITIES

• Provide application support to our users for issues in live environments
• Carry out investigations and reach the appropriate escalation points to work through to resolution to the satisfaction of the customer and within agreed SLAs
• Respond to customer queries in a professional, timely and accurate way, via phone, email or chat
• Identify customer needs and help customers use specific features
• Analyse and report product malfunctions (for example, by testing different scenarios or impersonating users)
• Update our internal databases with information about technical issues and useful discussions with customers
• Monitor customer complaints on social media and reach out to provide assistance
• Plan and complete proactive maintenance and health checks across our customer base
• Knowledge share across the team and continuous improvement of our support toolset
• Mentor, supervise and/ or train less experienced colleagues as required