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 continuous link between clients and the system or application. The role focuses on maintaining high standards of quality by utilizing excellent communication to ensure the smooth operation of advanced systems. This position requires attentiveness to client concerns, accurately identifying issues, and crafting effective resolutions through a thorough understanding of the product. The practitioner plays a vital role in sustaining system reliability and client satisfaction by managing interactions and supporting ongoing system performance.

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 enhance overall service delivery.
- Mentor junior team members to support their professional growth and development.
- Coordinate cross-functional communication to ensure alignment on project goals and issue resolution.

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 liaise between clients and technical teams.
- Ability to analyze system issues and design appropriate solutions based on product knowledge.
- Familiarity with system monitoring tools and incident management processes.

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.