Application Technical Support Specialist

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 : Critical Incident Management
Good to have skills : NA
Minimum 3 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 continuous point of contact between the client and the application or system. This role is dedicated to maintaining high standards of service quality by effectively communicating with clients and internal teams. The practitioner carefully identifies client issues and thoughtfully develops resolutions by leveraging a thorough understanding of the product. The position requires attentiveness to detail and a commitment to ensuring the smooth operation of critical systems, fostering strong client relationships through consistent and clear communication.

Roles & Responsibilities:
- Expected to perform independently and become an SME.
- Required active participation/contribution in team discussions.
- Contribute in providing solutions to work related problems.
- Collaborate with cross-functional teams to ensure timely resolution of incidents and minimize system downtime.
- Document and share knowledge gained from incident management to enhance team capabilities and client satisfaction.
- Assist junior team members by providing guidance and support to foster their professional growth.

Professional & Technical Skills:
- Must To Have Skills: Proficiency in Critical Incident Management.
- Strong analytical skills to accurately diagnose and resolve complex application issues.
- Excellent communication skills to effectively liaise between clients and technical teams.
- Ability to manage multiple incidents simultaneously while maintaining attention to detail.
- Experience with incident tracking and reporting tools to ensure transparency and accountability.
- Capability to work under pressure and adapt to changing priorities in a fast-paced environment.

Additional Information:
- The candidate should have minimum 3 years of experience in Critical Incident Management.
- This position is based at our Gurugram office.
- A 15 years full time education is required.