Job Overview
We are seeking a detail-oriented and proactive Application Support Specialist to join our IT team. You will be responsible for supporting and troubleshooting business applications used by our client. This role requires good communication skills with entry-level technical proficiency to ensure users receive the highest level of support with excellent customer satisfaction.
Roles & Responsibilities
- Provide Level 1 support for business applications, assisting, advising and resolving user-reported queries and issues related to system usage and functional issues encountered, promptly.
- Communicate with users via ticketing system, chat and email.
- Manage incident, problem, and change tickets using tools like Freshdesk, Redmine.
- Assist in making minor adjustments to user settings or system configurations as requested and required. Collaborate and coordinate with cross-functional teams to ensure optimal system performance.
- Troubleshoot and escalate complex issues to Level 2 support or vendor teams when necessary.
- Ensure that all support activities comply with the agreed Service Level Agreement (SLA), IT policies and security standards that have been set out internally and by the client.
- Maintain and update user guides, FAQs and support guides.
Requirements
Education:
- Diploma or Bachelor's degree.
Experience and Skills:
- 1-2 years of experience in an application support, IT helpdesk, or similar customer-servicing role.
- Experience working in a production support environment will be an advantage.
- Experience and proficient in learning, navigating and using web-based business application systems.
- Strong analytical and troubleshooting skills.
- Good verbal and written communication abilities.
- Customer-focused mindset with the ability to handle pressure and tight deadlines.
- Ability to work independently and as part of a team.
What We Offer
- Competitive salary and benefits.
- A collaborative and supportive work environment.
- Flexible working arrangements (hybrid mode).
To Apply:
Apply through Careers Future Portal or alternatively, please send your resume and a brief cover letter to with the subject line: Application Support Specialist - [Your Name].
We regret to inform that only shortlisted candidates will be notified.
