Key Responsibilities:Ticket Management: Perform first triage on all logged tickets to identify and assess issues on existing and new applications.
Resolve tickets quickly, understand root causes, and communicate resolutions to end users within SLA.
Train users as necessary.System Monitoring: Monitor system health, manage fallout, maintain daily checklists, and report issues.
Drive incidents according to established processes.Cross-Functional Collaboration: Work with various departments to resolve issues and ensure knowledge alignment within the team.Documentation: Write reports, document root causes, support guides, and other artifacts to retain knowledge.User Management: Manage user creation and attestation on all systems.Support ISP Integration: Assist ISPs with integration requirements and test data.Escalation Management: Facilitate escalations with speed and accuracy.Technical Product Support: Support technical product creation, migrations, and seamless month-end and debit order runs.SLA Optimization: Continuously challenge and minimize SLAs to ensure optimal customer experience and same-day activation.Stakeholder Communication: Effectively communicate issues, resolutions, and next steps to all stakeholders.Cost Reduction: Drive cost reduction efforts to a minimum.Performance Improvement: Facilitate and drive retro actions to improve team performance and metrics.Ownership: Eagerly own and support any application used in development.Qualifications:Suitable tertiary qualificationSalesforce Certificate in Administration and Advanced AdministrationExperience:Previous experience as an Application Support Specialist or similar roleProficiency in SQL scripting and understanding APIsWillingness to work after hours and weekendsKnowledge:Understanding of IT management and software developmentTelecommunication experience is advantageousSystems & Proficiency:MS Suite (Excel, Word, PowerPoint, Outlook): AdvancedSQL: AdvancedSalesforce: AdvancedAtlassian Suite: AdvancedSkills & Competencies:Customer service orientationProblem-solvingPlanning and organizingQuality orientationAction orientation and proactivityVerbal and written communication, initiating action, and facilitationMultitasking, ability to work under pressureAttention to detail, record keepingInterpersonal sensitivity and conflict resolutionWhat Will You Be Measured On?Ticket and fallout volumesSLA of ticketsDispute and rejection ratios360 reviews