Application Support Specialist

Job Summary:

A Technical Support Specialist is a product expert.

Output measures:

• Resolve escalated cases from Level 1 Support; and
• Correctly Identify and escalate cases with bugs to Development

Essential Functions:

• Provide application support to our global clients via a ticketing system (Salesforce).
• Provide clear responses and expert advice to support requests whilst maintaining high standards in line with general support standards.
• Have a comprehensive knowledge of our SaaS software to help with configuration related issues and determine where bug fixes are required.
• Investigate and diagnose application issues by reviewing client account setups and configuration, system settings, audit logs.
• See matters through to resolution and go over and above when providing guidance and solutions to our clients.
• Collaborate with our development or implementation team on support requests as required.
• Continue to optimise the way we provide customer support through driving new process improvement and automation initiatives within the team.
• Maintain product expert status through ongoing product training
• Work alongside other Technical Support Specialists across our global support team to share and enhance product knowledge and competence to to ensure correct, elevated queries are flowing through to your feed
• Assess and complete simple change requests (<2 hours effort) from existing customers

Competencies:

• Adaptability - The ability to balance competing priorities and multiple projects in a fast-paced environment
• Positive Interactions You have a positive attitude with strong interpersonal, verbal and free written communication skills
• Collaboration the ability to work with colleagues to meet customer needs
• Problem Solving the ability to listen to customers and other team members, and patiently troubleshoot challenges
• Impact provide excellent customer service with the ability to satisfactorily resolve implementation and customer issues
• Innovation you are driven; no one needs to push you
• Customer Focused provide timely and clear communication, deliver to agreed timelines and provide updates before required to.

Qualifications and Experience:

• 3+ years of Implementation or Technical experience essential
• 1+ years experience with Donesafe or similar workflow product
• Team or key leadership responsibility experience essential
• IT degree or qualifications highly desirable
• Experience communicating with large and enterprise clients desirable
• Proficient in use of project management tools and MS Office Applications