Application Tech Support Practitioner

Application Tech Support Practitioner

Project Role : Application Tech Support Practitioner
Project Role Description : Act as the ongoing interface between the client and the system or application. Dedicated to quality, using exceptional communication skills to keep our world class systems running. Can accurately define a client issue and can interpret and design a resolution based on deep product knowledge.
Must have skills : Contact Center Technology Capabilities
Good to have skills : NA
Minimum 7.5 year(s) of experience is required
Educational Qualification : 15 years full time education

Summary:
As an Application Tech Support Practitioner, a typical day involves serving as the primary liaison between clients and the system or application. This role focuses on maintaining high-quality service by ensuring seamless communication and coordination. The practitioner dedicates time to understanding client concerns, accurately identifying issues, and facilitating effective resolutions. They work diligently to uphold the reliability and performance of world-class systems, fostering a collaborative environment that supports continuous operational excellence and client satisfaction.

Roles & Responsibilities:
- Expected to be an SME, collaborate and manage the team to perform.
- Responsible for team decisions.
- Engage with multiple teams and contribute on key decisions.
- Provide solutions to problems for their immediate team and across multiple teams.
- Lead efforts to improve team processes and workflows to enhance overall efficiency.
- Mentor junior team members to support their professional growth and development.
- Coordinate cross-functional communication to ensure alignment on project goals and deliverables.

Professional & Technical Skills:
- Must To Have Skills: Proficiency in Contact Center Technology Capabilities.
- Strong troubleshooting and problem-solving abilities related to contact center systems.
- Experience in managing and supporting complex application environments.
- Excellent communication skills to effectively interface with clients and internal teams.
- Ability to analyze system issues and design appropriate technical solutions.
- Familiarity with system monitoring and incident management practices.

Additional Information:
- The candidate should have minimum 8 years of experience in Contact Center Technology Capabilities.
- This position is based at our PDC5A - SEZ location.
- A 15 years full time education is required.