Application Support

2 days ago

Chennai, Tamil Nadu, India Solverminds Solutions And Technologies Full time ₹ 6,00,000 - ₹ 12,00,000 per year

Role & responsibilities

  • Learn and understand the ship management tool to provide accurate and effective resolutions for customer-reported issues.
  • Troubleshoot and resolve technical issues, ensuring timely and efficient resolution of tickets.
  • Log, track, and manage support tickets using the company's ticketing system.
  • Escalate complex issues to the appropriate technical teams or departments for further investigation and resolution.
  • Ensure all tickets are updated regularly with progress and resolution details.
  • Communicate effectively with customers to gather necessary information and provide updates on the status of their issues.
  • Ensure clear, concise, and empathetic communication, maintaining a professional and positive attitude.
  • Collaboration:
  • Collaborate with internal teams, including development, QA, and product management, to resolve issues and implement solutions.
  • Act as a liaison between customers and technical teams to ensure accurate problem interpretation and resolution.
  • Document troubleshooting steps, resolutions, and best practices for future reference and knowledge sharing.
  • Prepare regular reports on ticket status, resolution times, and customer feedback.
  • Demonstrate empathy and understanding towards customers' concerns and frustrations.
  • Provide a high level of customer service, ensuring customer satisfaction and loyalty.

Preferred candidate profile

  • Any Bachelor's degree. B.Sc in Information Technology, Computer Science, or any related field with computer background would be added advantage.
  • Proven experience (typically 2-4 years) in application support, including Level 2 in any or similar roles.
  • Basic knowledge in Ship Management company
  • Basic knowledge in PMS or Procurement
  • Excellent analytical and problem-solving skills.
  • Effective communication and interpersonal abilities.
  • Familiarity with ITIL or other IT service management frameworks is a plus.

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