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Web Application Support Specialist

    Full time
    Hargeisa, Somaliland
    Posted 1 year ago


    Responsibilities: 

    • Interfaces with customers and Client Facing Staff over email and ticketing system to document and track issues, resolve issues, implement corrective actions, disseminate information to Back Office roles (i.e., Developers, Data Team, Project Managers, etc.). 
    • Day to day troubleshooting and resolutions of Tier 1 and 2 support issues via chat, email, phone, and/or using remote desktop tools 
    • Acts to support the project team, as needed, tracking tasks and reporting progress. 
    • Analyzes users’ requests and user remote support to troubleshoot and analyze issues faced by customers. 
    • Performs successful and timely execution of tasks related to new projects, enhancements, and processes. 
    • Delivers quality reports by analyzing and testing data, escalating issues as required to troubleshoot errors, and ensure valid information. 
    • Be well-versed in handling technical queries for the specific product(s). 
    • Ensures quick response to all incoming customer queries either over the phone, email, or chat. 
    • Works with Product Specialists and assists in the development of material to help support the business’ understanding and usability of the application. 
    • Learns about competing products and be aware of the market landscape 
    • Works closely with the product as well as Client Facing Teams to achieve the overall objective of customer happiness. 
    • Other projects and duties as assigned.  

      Qualificiations:
    • Detail-oriented and committed to a high level of accuracy. 
    • Excellent oral communication skills and listening skills. 
    • Good interpersonal and consultative skills. 
    • Demonstrated ability to manage multiple projects and competing priorities simultaneously. 
    • Ability to analyze vague data inquiries and clarify specific tasks, next steps, and deliverables. 
    • Excellent root cause analysis skills and problem-solving. 
    • Problem analysis and impact analysis of the issues reported. 
    • Experience with metrics gathering, tracking, and reporting. 
    • Maintain good professional relationships with counterparts of engineering and Product Specialist departments. 
    • Strong SQL skills for data analysis and report generation as per business requirements 
    • Supervise all alerts related to application and system procedures and provide services proactively. 
    • Develop, sustain, and evaluate delegated business processes and related applications. 
    • Solving the technical queries which are escalated from the clients 

      Skills:  
    • Knowledge on SQL database.  
    • Installation & device configuration.  
    • Provide demo & training.  
    • Data migration.  
    • Error log check. 
    • Testing & analysis of new requirements.  
    • Provide support based on client issues.  
    • Escalate issues to the next level.  
    • Product knowledge. 

    Job Features

    Job Category

    Support

    Experience

    2-5 years

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