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 contract-based 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
- Work as part of a team in handling customer support queries by telephone, mail and chat.
- Connect to customer’s systems remotely to assist with queries and / or troubleshoot problems.
- Record issues & requirements in ticketing portal and create detailed report of customer interactions.
- Help with setting up new accounts, system installations and new customer onboarding
- Write reports, business correspondence,knowledge base articles and procedure manuals.
- Share knowledge and train fellow team members on Ecologital’s products and processes
- Work independently, and as part of a team, as the situation demands.
Experience & Qualifications
- Excellent verbal skills (English) & written skills (English), with the ability to articulate effectively in English. This is a mandatory requirement.
- 2+ years of experience in IT application support in a fast-paced inbound call center like environment.
- Degree or Diploma qualification in an IT related field.
- Expertise and hand-on experience in SQL and database management.
- Strong computer skills with experience in a windows environment, and ticketing systems.
- Ability to carry out software testing of standalone & distributed IT systems and troubleshoot issues effectively.
- Posses problem solving skills with the ability to adopt a logical approach to solving problems of varying complexity.
- Have a calm demeanor and possess the ability to ask appropriate questions and handle difficult situations professionally.
- Very thorough and able to quickly understand complex requirements and document them clearly when required.
- Experience working with software development teams would be a bonus, but not mandatory.
- Should have a friendly personality and be able to get along with fellow colleagues.
- Excellent attendance and punctuality is essential.
- Able to easily commute to and from our office in Colombo-2.
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