Software Application Support Engineer
Job description
At Ecologital , we are really passionate about our customers. We are inspired to make a difference through innovative solutions and are committed to integrity and excellence.
Employment type & work location
This is a full-time position. If selected, you will work from our office in Sri Lanka.
Work environment
We follow the U.K calendar, 9 hours per day, Flexible working hours, and Weekly roster with day shift & night shift. Holiday entitlement according to shop & office Act, S.L.
Candidate Suitability
This position is more suitable for those who have a passion for Software/ hardware troubleshooting and enjoy client communication. This position is ideal for anyone who is eager to learn and enjoys working with new products and technologies.
Future career development opportunities
Senior Software Application Support Engineer, Lead Software Application Support Engineer, System Analysts, System Engineers, Account Managers
Responsibilities
- Providing technical support for enterprise-level application systems
- Responding to general questions and trouble tickets in a timely manner
- Research, diagnose, troubleshoot, and identify potential solutions to resolve an issue.
- Prioritising multiple, open issues
- Maintaining customer inquiry records
- Identifying, Creating, and Updating Knowledge Base articles and Troubleshooting guides where necessary
- Ability to understand and carry out unit & integration testing of standalone & distributed IT systems
- Guiding our clients throughout the resolution process and ensuring expectations are delivered until the issue is sorted via WhatsApp, e-mails & phone calls
- Handling customer complaints, providing appropriate solutions and alternatives within the time limits; following up to ensure resolution, and escalating to the next level when it’s necessary
- Frequently checking in and following up with clients to confirm that they are kept informed on the status of their tickets
- Maintaining accurate client information and data consistency in the System, updating databases, CRM, and other relevant documents
Experience & Qualifications
- 1+ year experience in IT customer support in a fast-paced inbound call Centre environment
- Strong computer skills with experience in a windows environment (Ticketing – system, Windows Security)
- Excellent Client Communication skills- Exceptional English proficiency (written and spoken) - Mandatory
- Willingness to work on a roster basis with a team
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