Application Support Specialist

2 weeks ago


Manila, National Capital Region, Philippines I-Remit, Inc. Full time

Help Desk & IT Support (Information & Communication Technology)

Full time

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Application Support Specialist is responsible for providing first level technical support for the organization's internal applications and to ensure that user concerns and inquiries are appropriately addressed.

Job Responsibilities:

  • Provide application support by attending to user queries coming from phone calls, emails or instant messaging applications (viber, whatsapp, skype, slack, etc.)
  • Renders on-call system support in cases of technical emergencies such as when system is unavailable or specific users are unable to execute his/her function due to system glitches or show-stopping issues.
  • Attend to documented requests for data extraction making sure that proper approval is in place prior to sending the requested information.
  • Keeps track and organize reported problems, defects and requests raised by the internal and external users.
  • Maintain and update documents and procedures of application systems
  • Take note and analyze system production issues and make appropriate endorsements to the software development team for resolutions.
  • Identify system gaps and user challenges contributing to inefficiencies and make recommendation accordingly to the software development team.
  • Assist IT team members in determining appropriate application deliverables suited to application business
  • Help the software development team in all its system implementations and production rollouts.
  • Train users on application system usage
  • Build documentation of support details performed such as details of issue, resolution date/time in the system support portal
  • Build documentation of data extraction queries and related SQL scripts for system maintenance and support
  • Develop reports for implementation of procedures and plans associated with application development and support
  • Keep documentation of user's manual for all application systems
  • Provide periodic statistical report to immediate superior on support issues, system gaps and user challenges
  • Provide insights and recommendations to help bridge system gaps and user challenges.
  • Knowledge in Systems Development Life Cycle (SDLC)

I-Remit, Inc. is the largest Filipino-owned non-bank remittance service provider listed in the Philippine Stock Exchange (PSE).

I-Remit has a growing network of more than 1,000 outlets consisting of subsidiaries, branches, agents and tie-ups in 24 countries and territories in Asia Pacific, North America, Europe, and the Middle East.

I-Remit continues to invest in and upgrade its infrastructure to ease payment processes, bringing down costs for remitters and strengthening the security of its systems. I-Remit launched its online facility, IREMITX, in Australia, Canada, Hong Kong, Japan, Singapore, Taiwan, UK and soon in Italy.

I-Remit also partnered with San Francisco based Fintech, Ripple, making I-Remit the first Filipino company to move money across borders on a full blockchain. The initial partnership I-Remit has forged on the RippleNet is with Malaysia's Top International Fintech MoneyMatch.

I-Remit has a wide and diversified network for service fulfillment in the Philippine remittance industry now totaling 20,000.

I-Remit, Inc. is the largest Filipino-owned non-bank remittance service provider listed in the Philippine Stock Exchange (PSE).

I-Remit has a growing network of more than 1,000 outlets consisting of subsidiaries, branches, agents and tie-ups in 24 countries and territories in Asia Pacific, North America, Europe, and the Middle East.

I-Remit continues to invest in and upgrade its infrastructure to ease payment processes, bringing down costs for remitters and strengthening the security of its systems. I-Remit launched its online facility, IREMITX, in Australia, Canada, Hong Kong, Japan, Singapore, Taiwan, UK and soon in Italy.

I-Remit also partnered with San Francisco based Fintech, Ripple, making I-Remit the first Filipino company to move money across borders on a full blockchain. The initial partnership I-Remit has forged on the RippleNet is with Malaysia's Top International Fintech MoneyMatch.

I-Remit has a wide and diversified network for service fulfillment in the Philippine remittance industry now totaling 20,000.

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