Application Support Specialist

4 weeks ago

Taguig, Philippines MA Financial Group Full time

We are looking for a proactive Application Support Specialist to provide Level 1 technical support for our software users. You will handle incoming calls, chats, and tickets to troubleshoot basic application issues and elevate complex problems to Level 2/3 teams. Work set-up : 4 days onsite, 1 day work from homeLocation : BGC, Taguig Required Skills, Knowledge, and Experience At least 1 year of Technical Support experience in a call-based (voice) environment . Skilled in application troubleshooting and providing Level 1 support to end users. Genuine “customer first” approach and comfortable dealing with customers Demonstrated experience working in comparable service desk position Strong communication and interpersonal skills Good time management, strong analytical and problem-solving skills Ability to think on their feet Comfortable working as a team Able to work effectively and efficiently towards goals in a complex/diverse environment with multiple and changing demands Responsibilities: Respond to broker queries and help requests, gathering information related to incidents or issues to determine the root cause of the problem and devise solutions to resolve the user’s issue. Manage the flow of incoming support requests and elevate issues to Internal Developers as required along with details related to the problem, records of unsuccessful solutions, and any data gathered related to the user’s problem. Where possible, directly resolve the broker’s technical issues either by remotely accessing the broker’s computer to examine their settings and system and taking steps to resolve the issue. Maintain detailed records of broker’s issues to diagnose and repair problems. Conduct periodic system tests when required. Assist with troubleshooting activities and ensure that software updates do not cause unforeseen problems elsewhere within the system or result in excessive downtime. Maintain a library of knowledge base articles for any known issues or system functionalities Desirable Skills, Knowledge and Experience Previous experience in similar industry is highly desirable Tertiary qualifications in Banking & Finance is highly desirable #J-18808-Ljbffr

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