Product/Application Support Specialist

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Requirements:

• 2 - 5 years of experience in supporting business applications on cloud-based platforms.
• Exceptional ability to provide user support and guide users in understanding and utilizing application features.
• Open to working in a rotational shift schedule to meet global user needs.
• Strong interest in continually learning new technologies, applications, and skills.
• Excellent analytical and problem-solving skills, with a focus on user experience.
• Outstanding verbal and written communication skills in English, with the ability to explain complex concepts in simple terms.
• Strong work ethic, high integrity, and a positive attitude towards supporting users.

Responsibilities:

• Apply business and application knowledge to become a Subject Matter Expert in various cloud-based software applications, websites, and intranet portals.
• Support users by explaining application features and functionalities, helping them navigate the software, and addressing queries effectively.
• Configure cloud-based business applications to meet user needs and resolve issues promptly with a high level of responsiveness.
• Monitor the ticketing system to prioritize and promptly resolve user requests, focusing on feature usage and business needs.
• Communicate issue resolutions clearly to stakeholders and seek clarifications as needed to ensure user satisfaction.
• Maintain product feature guides, FAQs, and issue resolution documentation in a ticketing and knowledge management system.
• Participate in the rollout of new features, updates, and application enhancements, ensuring users understand the changes and their benefits.
• Collaborate with cross-functional teams to provide insights on common user challenges and recommend improvements.