Application Support Tier 1A

Role & responsibilities

• To resolve technical support issues for internal and business clients in timely an efficient using technical expertise and product knowledge to assist in resolving higher level technical issues for the company.
• Monitor ticket queues and ensure incidents are acknowledged and responded to within SLA timelines.
• Diagnose, troubleshoot, and resolve software application, data transfer, and connectivity issues related to service and product offerings.
• Respond to alerts generated from monitoring tools and take appropriate actions.
• Manage multiple customer cases simultaneously, ensuring all case-related information and activities are accurately documented, and providing timely progress updates to customers and account managers.
• Assist end users with application access, functionality, and operational issues.
• Perform initial troubleshooting and resolution for application issues.
• Follow established support processes, SOPs, and knowledge base articles.
• Escalate unresolved or complex incidents to Tier 2 support teams with detailed analysis.
• Participate in shift handovers and maintain accurate support documentation.
• Work closely with engineering, development, and product management teams on technical escalations and product improvements.
• Communicate by translating technical issues to internal and client business contacts
• Document recurring technical issues to support product quality programs.
• Create documentation around support processes and issues usable by technical and non-technical users.
• Maintain a case closure without re-open rate of 95% or above

Required Skills

The desired candidate should have a high aptitude for problem-solving and critical thinking. The candidate will use these skills combined with product knowledge of Alegeus Systems to help solve the more difficult technical issues for the company and business clients. The candidate must be able to handle a fast-paced environment and be able to multitask in the pursuit of resolving company and business client cases. The candidate will also be proficient in SQL (MS SQL, Oracle, etc.).

Experience:

• 3+ years Experience with end user Technical Support for software applications.
• Experience with SQL (MS SQL, Oracle, etc.)
• Experience in CSV/Fixed file format review.
• Experience in log analysis and issue triaging.
• Understanding of REST APIs and basic API testing.
• Demonstrated ability to use data analysis to research and troubleshoot issues.

Education: Bachelors degree required with specialization in MIS, computer science or equivalent preferred