Application Tech Support Practitioner

Summary: As an Application Tech Support Practitioner, you will act as the ongoing interface between the client and the system or application. Your typical day will involve using exceptional communication skills to accurately define client issues and design resolutions based on deep product knowledge. You will be dedicated to quality and play a crucial role in keeping our world-class systems running smoothly. Roles & Responsibilities: - Serve as the primary point of contact for clients, addressing their inquiries and issues related to the system or application. - Utilize exceptional communication skills to accurately define client issues and interpret and design resolutions based on deep product knowledge. - Collaborate with cross-functional teams to ensure timely and effective resolution of client issues, escalating complex problems as necessary. - Maintain a high level of customer satisfaction by providing prompt and efficient support, adhering to service level agreements (SLAs) and best practices. - Continuously update and expand your product knowledge to stay up-to-date with the latest features and enhancements, enabling you to provide comprehensive support to clients. Professional & Technical Skills: - Required Skill: Proficiency in Infrastructure Service Management. - Additional Must To Have Skills: Experience in IT Service Management. - Additional Good To Have Skills: Knowledge of ITIL framework and incident management processes. - Strong problem-solving and analytical skills, with the ability to quickly identify and resolve technical issues. - Excellent communication and interpersonal skills, with the ability to effectively communicate technical information to non-technical clients. - Ability to work collaboratively in a team environment and build positive relationships with clients and colleagues. - Experience in using ticketing systems and service management tools. - Knowledge of IT infrastructure components and their interdependencies. Additional Information: - The candidate should have 1 year of experience in Infrastructure Service Management. - The ideal candidate will possess a strong educational background in IT Service Management or a related field, along with a proven track record of providing exceptional technical support. - This position is based in Cebu. Minimum 1 year(s) of experience is required