Application Support Executive

2 weeks ago

Gurugram, India Upman Placements Full time

Key Responsibilities:

  • Serve as the first point of contact for all technical queries from internal teams.
  • Resolve technical issues effectively and within defined SLA/TAT.
  • Log, track, and manage issues via the company's ticket management system (e.g., Freshdesk, Zendesk, Jira, or similar).
  • Provide timely status updates to users regarding open issues and resolutions.
  • Collaborate with development, QA, and operations teams for complex issue resolution.
  • Conduct basic root cause analysis and escalate issues to appropriate departments if required.
  • Maintain documentation of common issues and resolutions for building a robust knowledge base.
  • Suggest process improvements for ticket resolution efficiency and user satisfaction.
  • Participate in regular team meetings and technical discussions to stay updated with system changes and new features.
  • Provide basic testing support using tools like Selenium, Python scripts, or others if required.
  • Train and guide users on minor technical troubleshooting when needed.

Qualifications & Skills Required:

  • Bachelor's degree in Computer Science, Information Technology, or a related field.
  • Prior experience in a technical support or IT helpdesk role.
  • Hands-on experience with ticketing systems like Jira, Freshdesk, or similar platforms.
  • Familiarity with basic testing frameworks (e.g., Selenium, Python-based testing) is highly desirable.
  • Strong troubleshooting and problem-solving skills.
  • Good understanding of web and mobile application functionality.
  • Ability to prioritize and manage multiple issues simultaneously.
  • Excellent written and verbal communication skills.
  • A customer-first mindset with strong interpersonal skills.
  • Ability to work independently and proactively in a fast-paced environment.

Good to Have:

  • Basic knowledge of APIs, Postman, or SQL queries for data validation.
  • Experience supporting SaaS products or cloud-based applications.
  • Familiarity with Agile/Scrum processes.
  • Certification in ITIL, ISTQB, or similar frameworks would be a plus.

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