Senior Associate – Application Support (225-806)

We are looking for a dedicated and enthusiastic Senior Associate in Application Support to join our dynamic team. The ideal candidate will be responsible for providing top-tier support to ensure seamless functionality of software applications crucial to our operations. The role demands an individual who can efficiently troubleshoot issues, carry out preventive maintenance, and provide expert assistance to end-users. You will also work closely with the development team to enhance our applications and ensure any bugs or suggestions by users are handled promptly. The role requires strong analytical, troubleshooting, and communication skills, as you'll be the frontline in dealing with technical inquiries and challenges. If you are passionate about technology, detail-oriented, and love solving complex problems in a fast-paced environment, we encourage you to apply for this opportunity to grow your career and make an impact.

Responsibilities

• Provide expert-level technical support and problem resolution for application issues.
• Collaborate with development and IT teams to identify and resolve software bugs promptly.
• Interpret client requirements and provide input into application enhancements and changes.
• Ensure timely communication with end-users regarding incidents and resolutions.
• Maintain, update, and improve application support knowledge databases and documentation.
• Conduct training sessions for end-users to aid in understanding application functionalities.
• Monitor system performance and proactively identify potential issues before escalation occurs.
• Implement application updates, upgrades, and patches as required and ensure system integrity post-implementation.
• Perform root-cause analysis on recurring technical problems and suggest improvements.
• Document all support activities and interactions in the ticketing system accurately.
• Maintain close collaboration with project management teams for application deployment timelines.
• Foster a customer-focused environment to maintain high levels of customer satisfaction.

Requirements

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• Minimum of 3 years of experience in application support or similar role.
• Excellent problem-solving skills with the ability to troubleshoot complex technical issues.
• Strong communication skills with the ability to explain technical concepts to non-technical users.
• Experience with various software applications and technologies is highly desirable.
• Proficient in using ticket management and customer support systems.
• Ability to work independently, prioritize tasks, and manage time efficiently.