Job Description

Technical Application Support Specialist

Position Summary:

Our partner, a leading technology company dedicated to simplifying parking operations with powerful and user-friendly solutions, is currently looking for a Technical Application Support Specialist to join their team. In the role, you will deliver and assist clients in solving technical issues. You will act as a direct point of contact with customers, provide timely customer feedback, and support the roll-out of new applications promptly. Therefore, we’re looking for a self-driven professional, with strong customer service skills, the ability to write effective tickets for issue resolution, and the capacity to identify and delegate complex problems to the appropriate departments.

Experience and Education:

• Bachelor’s degree in business studies, Business Administration, Information Technology, Computer Science, or related field/experience.
• Proven customer service experience, preferably in a technical environment.
• Experience in tech support, desktop support, or a similar role.
• Excellent interpersonal skills.

Skills and Strengths:

• Customer service
• Technical support
• Web applications
• Website functionality
• Desk support
• Requirement gathering
• Ticketing systems
• Call center environment
• Software/Hardware support
• Attention to detail
• Time management
• Organization skills
• Teamwork
• Judgment and decision-making
• Verbal and written communication skills
• SQL (as a plus)

Primary Job Responsibilities:

• Provide timely and effective support to customers experiencing systems/applications/software issues.
• Identify and understand customer issues, ensuring accurate and detailed documentation for further analysis.
• Create clear and comprehensive support tickets, including all relevant information for efficient issue resolution.
• Delegate complex issues to the appropriate departments, ensuring a smooth handover for further investigation and resolution.
• Collaborate with internal teams to gather information and insights for issue resolution.
• Follow up with customers to ensure that their issues have been resolved to their satisfaction.
• Maintain accurate records of customer interactions, issues, and resolutions for future reference and analysis.
• Provide feedback to improve internal processes and contribute to the ongoing enhancement of our products.

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