Application Support - Hybrid working
About this position
Responsibilities
• Responding user inquiries through various channels such as chat and email.
• Handle and provide 1st level support to serve user issues.
• Mainly support the application software upon request.
• Coordinate and collaborate with internal and external teams for the IT issues.
• Investigate activity logs and other information to find the root cause.
• Monitor system metrics to proactively take an action to prevent and resolve any issue that might cause any impact.
• Help resolve software and technical questions for the customer efficiently and effectively.
• Manage customer expectations regarding estimated response times for issue resolution.
• Meet SLAs like response and resolution times by partnering within the technology department.
• Document solutions for knowledge-base and bring new ideas for innovation and automation excellence into the Support team.
• Work 5 days per week (including weekend).
Requirements
• 2+ years experience in application support or related fields.
• Expert proficiency in SQL.
• Experience in API platforms like Postman.
• Experience in exploration tool and log monitoring like Kibaba or OpenSearch.
• Be able to investigate the basic root cause.
• Highly responsible, initiative, proactive and fast learner.
• Good communication, customer-oriented, service mind, problem solving skills.
• High understanding of startups pace.
• Intermediate level of English, both written and spoken.