"Seeking passionate individuals who are eager to make a difference and thrive in a dynamic, collaborative environment."
Job Role: Senior Application Support Specialist
Experience: 7+ years
Location: Hyderabad
Work Mode: WFO
Notice Period: Immediate Joiner, 15 days, Currently Serving 1 month
JOB OVERVIEW
The Application Support Specialist II is responsible for initial and higher-level support inquiries across the full suite of Reveal software and technologies. They are responsive, helpful, thorough, and communicative when working with those internal and external to Reveal. They are escalation responders across all shifts including external resources assuring the expected client experience bar is always maintained. This individual contributes to continued training, improvement processes, and documentation/knowledgebase maintenance.
RESPONSIBILITIES AND DUTIES
Respond to customer inquiries assuring a timely acknowledgment while utilizing skills, application expertise, and knowledgebase articles to answer questions and solve technical problems.
Supports ticket requests until completely resolved and provides follow-up with client after closed to assure continued success.
Attend daily/weekly team status and development meetings and aid those with roadblocks.
Continuous training of protocols to assist users with configuration and settings across Reveal AI/Processing/Review technologies and test to assure it is functioning to client satisfaction.
Proactively and reactively create client service-related applications in collaboration with other internal and external teams.
Assist in the development of installation packages for various internal or external customers.
Actively assist in maintaining Reveals cloud-based services and developing methods for automated maintenance or reporting.
Perform on-call duties based on a schedule.
Contribute to, coordinate, and organize software documentation, knowledgebase articles, and other client-facing materials.
CHARACTERISTICS
Excellent written and oral communication skills.
Engaging personality and ability to engage others.
Ability to inspire followership.
Diverse competency to manage in-office and remote team members.
Keen sense of attention to detail.
Obsessive documentation practices.
Experienced problem solver with follow-through on tasks.
Seeker of excellence with unending pursuit of improvement.
Unselfish team player.
Quickly learn and understand technology.
Ability to perform diversified clerical functions and basic administrative procedures.
Engaging personality whos able to connect with and engage others
Customer service orientation and experience are a plus.
EDUCATION & EXPERIENCE
College degree in Computer Science or Information Systems related area
Familiar with client-server architecture, modern programming language, and SQL scripting.
4 to 8 years of working experience with previous help desk/support history.
eDiscovery experience is a big plus.
Familiar with Azure/AWS a plus.
"If you're ready to join a team that values innovation, collaboration, and personal growth, we want to hear from you. Apply now and let's shape the future together!"
