Application Support

Role & responsibilities

• Learn and understand the ship management tool to provide accurate and effective resolutions for customer-reported issues.
  
• Troubleshoot and resolve technical issues, ensuring timely and efficient resolution of tickets.
  
• Log, track, and manage support tickets using the company's ticketing system.
  
• Escalate complex issues to the appropriate technical teams or departments for further investigation and resolution.
  
• Ensure all tickets are updated regularly with progress and resolution details.
  
• Communicate effectively with customers to gather necessary information and provide updates on the status of their issues.
  
• Ensure clear, concise, and empathetic communication, maintaining a professional and positive attitude.
  
• Collaboration:
  
• Collaborate with internal teams, including development, QA, and product management, to resolve issues and implement solutions.
  
• Act as a liaison between customers and technical teams to ensure accurate problem interpretation and resolution.
  
• Document troubleshooting steps, resolutions, and best practices for future reference and knowledge sharing.
  
• Prepare regular reports on ticket status, resolution times, and customer feedback.
  
• Demonstrate empathy and understanding towards customers' concerns and frustrations.
  
• Provide a high level of customer service, ensuring customer satisfaction and loyalty.

Preferred candidate profile

• Any Bachelor's degree. B.Sc in Information Technology, Computer Science, or any related field with computer background would be added advantage.
  
• Proven experience (typically 2-4 years) in application support, including Level 2 in any or similar roles.
  
• Basic knowledge in Ship Management company
  
• Basic knowledge in PMS or Procurement
  
• Excellent analytical and problem-solving skills.
  
• Effective communication and interpersonal abilities.
  
• Familiarity with ITIL or other IT service management frameworks is a plus.