Address user tickets regarding application issues/requests Constant monitoring of the applications health for a smooth user experience. Identifying and Interpret error logs to resolve user issues Ask targeted questions to diagnose problems Guide users with simple, step-by-step instructions Conduct remote troubleshooting
Check the knowledge base for the available/possible solution recorded direct unresolved issues to the next level of support personnel Follow up with clients to ensure their systems are functional
Check the knowledge base for the available/possible solution recorded direct unresolved issues to the next level of support personnel Follow up with clients to ensure their systems are functional
Ensure incidents and requests are accurately logged, assigned, tracked, and responded to in a timely manner, in line with agreed SLAs; provision of timely communications and maintenance of ownership until closure.
Take ownership of colleague issues and follow up on the status of issues on behalf of the colleague, communicating progress in a timely manner
Identify service improvement opportunities for key service management stakeholders.Providing training and support to users on the use of software applications
Documenting the most common issues and peculiar issues while tracking user issues to ensure prompt resolution
Collaborating with developers and other stakeholders to identify and resolve software bugs or shortcomings if any
Assisting in the development of procedures and processes related to software application support.Keeping up-to-date with the latest updates and changes in the software you are supporting
Staying informed about new software applications and technologies to ensure continued growth and professional development.An Application Support Executive should have strong problem-solving and communication skills, as well as experience with software applications and technical support
Requirements Qualifications
Must have Experience in Application support
L1 Incident monitoring and resolution
Escalation and coordination of incidents with the L2 support team
