Application Support Officer

About The Opportunity

We are seeking to identify a suitably qualified and experienced candidate for the position of Application Support Officer. The Application Support Officer is responsible for providing new and existing clients or customers with the best possible technically support/service in relation to a range of service inquiries and requests across all products and channels.

Key Responsibilities

  • Engage customers consistently in understanding and addressing their respective needs in accordance with established service standards
  • Be able to explain complex information to others, including gathering and translating business requirements
  • Use customer happiness as an opportunity to ask for referrals and to generate demand for further services that are passed to sales as warm leads
  • Provide effective delivery of service to avoid overruns which could result in billing disputes
  • Provide technical support for clients on software product line or managed services to ensure a high level of client satisfaction and retention
  • Perform a range of activities (based on level) including researching, document and resolve support cases including software issues involving reading, writing, and debugging code and write utility programs to maintain data, where applicable
  • Serve as technical subject matter experts to resolve software specific issues within defined areas of expertise
  • Handle service level metrics, ‘tickets’ and other lead indicators of service delivery performance to provide early warning of service quality risk.
  • Checks in with clients and delivery teams early and often to open and maintain communication channels.

Minimum Qualifications & Experience
Diploma in Customer Service or a related field with IT / MIS trouble shooting skillsAt least one (1) year experience in:support functionsdata analysis and implementation of action based on RCA findings
PERSONAL ATTRIBUTES

  • Strong, proven analytical capability
  • Excellent verbal and written communication and presentation skills
  • Highly motivated self-starter with the ability to multitask and complete assignments within deadlines
  • Professionalism, dependability, integrity and trustworthiness combined with a cooperative attitude
  • Engaging and dynamic personality with superb customer service orientation
  • Team oriented
Job Category: technically support
Job Type: Full Time
Job Description: Application Support Officer

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