User Support Specialist

2 weeks ago

Gurugram, India Dyninno Group Full time

The role is of a User Support Specialist who will play an integral part in the development of our existing facilities and to set a new benchmark on the market. Our mission is to maximize people’s potential.



Responsibilities:

  • Knowledge in using diagnostic tools to analyze logs, troubleshoot issues effectively for end user perspective.
  • Diagnose and resolve issues related to business application workflows, identifying root causes and implementing lasting solutions. Ability to think critically and logically to resolve issues efficiently. Emphasize the ability to analyze search results, identify patterns and make recommendations for improvement within application business processes.
  • A customer orientated to providing excellent support experiences. Strong verbal and written communication skills are essential for effectively communicating with both technical and non-technical stakeholders. Ability to work collaboratively with cross-functional teams, including developers and system administrators to resolve issues and implement solutions.
  • Ability to create clear and concise documentation of test plans, test cases.
  • Collaborate with cross-functional teams to ensure throughout quality of the end-to-end functional process.
  • Incident identification - ability to escalate in cases of global issues
  • Capability to prioritise support requests based on urgency, impact and SLA requirements. Flexibility to adapt to evolving technologies, changing business requirements and new support tools or methodologies. Eagerness to constantly study and improve capabilities via training, self-study and hands-on experience.

Requirements:

  • Experience 6-10 years working with business application support and user issue troubleshooting
  • Strong problem-solving, analytical and time management skills
  • Proficient in analyzing large volumes of technical data and working effectively in a fast-paced environment.
  • Ability to work independently and as part of a team in a fast-paced environment.
  • Familiarity with ITSM tools (e.g., ServiceNow, Jira) for ticket management.
  • Ability to quickly learn and apply new knowledge, adapting to new tools, technologies and processes.
  • Ability to write manual UAT is nice to have
  • Previous experience with log aggregation tools is nice to have
  • Proficient in using tools like Chrome DevTools (Console, Network tab, etc.) to troubleshoot and resolve front-end issues effectively.
  • Experienced in creating and executing test scenarios and cases to reproduce and analyze issues in a test environment, ensuring accurate diagnosis and resolution.

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