Technical Support - Application

Qualifications Educational Background and Certifications

• Bachelor’s degree in Information Technology, Computer Science, or a related field (or equivalent experience).
• Relevant certifications such as ITIL Foundation, NetSuite, or similar are advantageous.

• 1-2 years of experience in technical or application support, helpdesk, or a related role.
• Hands-on experience troubleshooting software and application-related issues.

• Application Support (Level 1):
  • Basic understanding of enterprise applications (e.g., ERP, CRM, or custom business software).
  • Proficiency in identifying, troubleshooting, and resolving application-related issues.
  • Experience in handling user queries regarding application functionality and workflows.
  • Ability to log, prioritize, and escalate complex issues to Level 2 or development teams when necessary.
• Issue Resolution:
  • Strong analytical skills to diagnose and resolve application errors, configuration issues, or user errors.
  • Proficiency in documenting issues, resolutions, and FAQs for future reference.
  • Experience in providing clear instructions and solutions to non-technical end-users.
• Incident Management:
  • Familiarity with incident logging and tracking in ticketing systems (e.g., Jira, ServiceNow, or Zendesk).
  • Ability to follow structured incident management workflows, including categorization, prioritization, and escalation.
  • Skilled in providing regular updates to users and stakeholders regarding incident resolution progress.

• Basic knowledge of relational databases and querying (e.g., SQL) for application troubleshooting.
• Familiarity with APIs and integration points between applications.
• Working knowledge of operating systems (Windows/macOS) and basic networking concepts.
• Experience using remote support tools to assist end-users.

• Excellent problem-solving and critical-thinking abilities to resolve user issues effectively.
• Strong communication skills to explain technical concepts clearly to non-technical users.
• Customer-focused attitude with patience and empathy in handling user concerns.
• Ability to manage multiple tasks and prioritize incidents based on urgency and impact.

• Willingness to learn and adapt to new applications, tools, and processes.
• Team-oriented mindset with a proactive approach to identifying recurring issues and suggesting improvements.
• High level of accountability and commitment to maintaining high user satisfaction.