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Application Support Analyst

Factura Software OPC Posted: 5 Month
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Description:

Job Highlights

  • Competitive Salary Package | Over-the-phone recruitment process

  • Equipment Provided | HYBRID Work set-up | Located at Santa Rosa

  • HMO and Paid Leaves | Training Provided | Great work life balance

Job Description

The application support analyst will ensure excellent customer service through the application of customer support skills, business, and technical knowledge to triage, diagnose, troubleshoot, and escalate or resolve customer application issues.

Key Responsibilities

  • Provide support to end-users with right information from the application.
  • Ensure that an incident is resolved, either through advanced troubleshooting and investigation, or identifying the root cause of an incident.
  • Use a test system where the issue has been reproduced by level 1 support agents, to identify config changes, data changes, review logs, screenshots, files, etc.
  • Provide detailed notes on the incident, of troubleshooting, investigation and service restoration performed, pointing an application engineer directly to the root cause of system errors.

Job Qualification

  • Candidate must possess at least Bachelor’s degree in Computer Science/ Information Technology or equivalent 
  • 2+ years experience as Application Support or Technical Support role or equivalent.
  • Knowledgeable in cloud-based apps, web applications and Zendesk Support
  • Prior experience in Sports betting software and Horse Racing Web Support application is a plus
  • Good English communication and interpersonal skills 
  • Phone, email support and ticketing tool system knowledge
  • Six (6) full-time positions are available for this job.
  • Amenability to work on a shifting schedule as the team operates on a 24/7 basis. (Holidays, weekends, dayshift and night shift schedule). 2 Weekdays off.
  • Willing to work on-site, company located at Santa Rosa City Laguna near Laguna Technopark.

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