Senior Application Support Specialist - With at least 5 years of experienceShore 360

Description
Roles and Responsibilities
The primary purpose of this role is to respond and resolve end-user inquiries, assess or triage problems or issues from support tickets, emails, calls and chats raised by the clients. He/she will lead or participate in event support activities as required such as client go live, assessment events, client BAU handover, etc. These activities will require frequent schedule changes based on client requirements. The Senior Application Support Specialist will be an expert on the design of the technical systems and business models or flows of the products and solutions. Utilizing his/her IT skills to find solutions for the client's requirements, queries or incidents. He/she will be assigned test cases, analyse data and produce reports. Where required, the incident may need escalation; the Senior Application Support Specialist will work closely with Level 3 teams to provide assistance on incidents or tasks that are outside the scope of Level 2. In this case, the Senior Application Support Specialist will continue to support both the client and Level 3 teams at request until ticket resolution.
Work to be performed, tasks to complete, and responsibilities of the role
- Ensure that new unassigned tickets are triaged and responded to within SLA timeframes (First Reply Time).
- Ensure that backlog tickets are resolved or escalated to JIRA within SLA timeframes (Agent Work Time).
- Ensure that backlog tickets are updated in a timely manner with current developments within SLA timeframes (Next Reply Time or Periodic Reply Time).
- Ensure that the client is provided with any known workarounds immediately or within SLA timeframes.
- Ensure that regular requests for follow-up are issued to tickets that are pending the client's response daily.
- When required, ensure testing is performed in test environments before the configuration is implementation into production environments.
- Required to learn application configuration and apply an understanding of infrastructure or development constraints for diagnosis.
- Required to participate in product training to learn updates and support all
Products or Clients.
- Participate in handover training for new clients transitioning into BAU Support.
- Ensure regular participation is met in development sprints demos to maintain current knowledge of functional, operational and technical aspects of the products.
- Escalate tickets into JIRA with the appropriate level of detail – Jira Bug template, for an acceptable handover and assign the appropriate Scrum team.
- Effectively and accurately communicate relevant product knowledge to clients and the staff in a timely manner.
- Determine Features Requests have been raised as an incident and establish if the client is willing to fund the new feature request. Gather all details and send to the Support Manager, Account Manager and/or Product Owner to engage the client when required.
- Support testing SIT/UAT, report bugs and deficiencies identified in the product immediately
- Coordinate with the Support Team Lead any site configuration changes to meet the client's requirements to determine any costs or approval needed.
- Prepare Post Incident Reports with the Support Team Lead if required
- Perform deep-dive analysis on incidents tagged for review to reduce escalations to Level 3 teams
- Update client site configuration documentation with any changes that have been made within agreed time frames and uploaded to the knowledge bank
- Create or update Knowledge Bank articles for identified workarounds to be promoted to client-facing resources.
Required Experience
- At least 5 years of experience in Technical IT Ops/System Admin role
- At least 5 years of experience in Customer Service role
- Experience in SaaS based application support
- Experience in Microsoft Office Operating Systems
- Technical writing of software documentation
Minimum Qualifications
- Tertiary qualifications or equivalent experience
- Understanding of networks, databases and other technology
A Successful Candidate must have
- Good understanding of computer systems (hardware, software and application), mobile devices and other tech products.
- Excellent problem solving and logical aptitude
- Analytical Mindset
- Excellent writing and verbal communication skills.
Proficient with
- Zendesk, Jira, Freshdesk, Genesys
Perks
- Immediate start
- Free barista-style coffee and subsidised canteen
- Free parking and jeepney services
- Great culture
- Unlimited potential for growth
- Challenging role
- Fun and family-oriented working environment
Requirements
Minimum education level: Bachelor ́s Degree
Years of experience: 5
Availability for travel: No
Availability for change of residence: No

Pampanga, Central Luzon ·  Today, 08:02 AM (updated)
Work type
Full Time