Application Support Specialist
3 weeks ago
We are seeking a highly skilled Application Support Specialist to join our team at SITA. As a key member of our support team, you will be responsible for providing exceptional customer service and technical support to our internal and external customers.
Key Responsibilities- Customer Support: Provide timely and effective support to customers, following departmental procedures and customer contracts or Service Level Agreements (SLAs).
- Incident Resolution: Act as the customer's Single Point of Contact (SPOC) and coordinate application troubleshooting with customers and internal resolver groups to ensure the highest level of customer service.
- Service Management: Ensure established Service Management processes and procedures are understood and followed to the highest standards, and coordinate problem resolution with resolver groups.
- Escalation: Achieve the shortest service restoration time possible by initiating timely escalations to management and/or specialized resolver groups as per established departmental escalation procedures.
- Quality Service: Adhere to installation guidelines, application documentation, and industry best practices to deliver quality service.
- Collaboration: Collaborate with customers to understand documents and resolve problems to moderate complexity within designated applications.
- Analysis and Testing: Conduct analysis, definition, documentation, and/or testing of application software changes and system enhancements.
- Inter-Departmental Collaboration: Collaborate with Senior or Lead Analysts and/or Software Development personnel to identify the root cause of application problems and provide possible workarounds or resolution details to customers.
To be successful in this role, you will need to have excellent communication and problem-solving skills, as well as the ability to work effectively in a team environment.
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