Application Support Specialist

Rabbit Care helps people save time and make better choices with comprehensive, free and independent online comparison tools for personal loans, credit cards, insurance and home services. Headquartered in Bangkok, the group has established relationships with over 50 leading financial institutions. We are part of the BTS Group, Thailands leading provider of passenger services. If you enjoy a dynamic multicultural work environment, you are welcome to send us your resume!

As an Application Support Specialist, you will play a crucial role in maintaining the stability and functionality of our applications.

Your responsibilities will include:

• Providing first-line support to end-users and clients, addressing inquiries, and resolving technical issues in a timely and efficient manner.
• Assessing the severity and criticality of issues or requests to prioritize and allocate resources effectively.
• Knowing when to escalate issues, either following a severity and priority escalation matrix or using better judgment, to ensure timely resolution.
• Monitoring the performance and availability of critical applications and systems to ensure optimal functionality.
• Diagnosing and troubleshooting application-related issues, collaborating with development teams if necessary to find solutions.
• Documenting and tracking support requests, incidents, and resolutions in a ticketing system.
• Developing and maintaining comprehensive knowledge of our applications, configurations, and client-specific setups.
• Collaborating with cross-functional teams, including developers and QA, to improve application stability and user experience.
• Contributing to the creation and maintenance of support documentation, knowledge bases, and training materials.
• Participating in an on-call rotation for after-hours support when required.
• Building reports as needed to provide insights into application performance and support activities.
• Keeping up-to-date with industry trends and emerging technologies to enhance support processes and skills.

To succeed in this role, you should have:

• Strong problem-solving skills and the ability to think critically under pressure.
• Excellent communication and interpersonal skills, with the ability to effectively interact with end-users and technical teams.
• Proficiency in troubleshooting and diagnosing software and hardware issues.
• Familiarity with ticketing systems and support processes.
• Knowledge of SQL and database fundamentals is a plus.
• Experience with scripting or automation tools is an advantage.
• A proactive and customer-focused mindset with a dedication to delivering exceptional support.
• Ability to collect feedback from users and stakeholders.
• Capacity to reflect on support practices and SOP and make improvements accordingly.
• Mandatory ability to speak and write in Thai language.

Benefits:

• Relocation package, visa process and work permit, apartment searching.
• Fostering of personal growth in a learning and resourceful environment.
• Competitive compensation package for living and working in Bangkok.
• Knowledge sharing from the best entrepreneurs and IT developers in the industry.
• An office in the heart of one of Asia's most international and lively cities.