Application Support Specialist
We are looking to speak to experienced Application Support Specialistson behalf of a growing company in Dublin 4. The responsibilities include providing Level 1 and Level 2 support for their clients. The ideal candidate will have a strong technical background in troubleshooting, SQL queries, and ticket management systems like JIRA, along with excellent client-facing skills. This role requires close collaboration with development teams and product owners to resolve application issues, document user stories, and ensure an exceptional customer experience.
Key Responsibilities:
- Act as the first point of contact for technical support requests from clients.
- Provide Level 1 and 2 support to diagnose, troubleshoot, and resolve application issues.
- Escalate complex issues to higher levels (Level 3/Development) as necessary while ensuring smooth communication with the client.
- Maintain accurate records of issues, resolutions, and escalations.
- Use JIRA to manage, track, and resolve support tickets.
- Document all technical issues, steps to reproduce, and resolutions in the system for future reference.
- Prioritize and manage tickets according to Service Level Agreements (SLAs).
- Execute SQL queries to analyze and troubleshoot issues related to data integrity, application behavior, and database performance
- Assist in data validation and reporting as needed.
- Provide timely updates and communicate solutions effectively to both technical and non-technical stakeholders.
- Build strong client relationships through exceptional support, follow-up, and proactive issue resolution.
- Assist clients with onboarding, training, and product usage.
- Manage software version releases and documentation, supporting test execution and UAT in an Agile environment.
- Prepare training materials for clients and assist with training where necessary.
- Develop a deep technical knowledge of company products, ensuring smooth integration with the technical infrastructure.
Required Skills & Experience:
- 2-4 years of experience in Level 1 & Level 2 support roles or similar
- Hardware and Software Implementations
- Proficiency in JIRA or similar ticket management systems.
- Strong experience with SQL for querying and troubleshooting database issues.
- Ability to interpret and document user stories and requirements.
- Exceptional communication and client-facing abilities, with the capability to explain technical concepts to non-technical users.
- Experience with incident management, troubleshooting, and working under pressure to resolve critical issues.
- Strong analytical and problem-solving skills.
- Experience working in a collaborative, fast-paced environment.
