Application Support Specialist (Night Shift)
- QAD
- 3 - 5 years
- Pune
- 17 days ago
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Job Description
We are seeking an Application Support Specialist to join our QAD, Redzone team in India. Looking for a technologist who loves a fast-paced team environment, frequent customer communication, and solving customer problems. Note: Working days for this role will be Wednesday to Sunday (covering weekends).This role will require supporting US hours, shift starting 10:00 PM to 7:00 AM IST, Wednesday to Sunday. As we are a global organization, there may be times when flexibility with working hours is expected. Role Overview: Provide patience, empathy, and a customer-centric approach to handling support requests. Provide timely and accurate troubleshooting for both hardware and software issues Interact with end-users via Google Meet, email, or chat to help resolve their technical issues Manage and record all technical issues and resolutions using Intercom. Take ownership of customer issues reported and see problems through to resolution Prioritize and manage many customers and issues at one time Apply troubleshooting techniques before escalating issues Monitor health of customer environments and proactively tackle issues Analyze records and logs to spot underlying trends and potential issues Work alongside Engineering team to learn and stay current on new technologies for the infrastructure Celebrate team-based goals for best-in-class SLA and CSAT metrics.
Minimum Bachelor s degree required 3 to 5 years experience in Application Support, Technical Support and BI Support. Required Skills Expert user in iOS Basic knowledge of manufacturing processes and quality control Clear and concise communication for technical and non-technical audiences
Desired Skills: 1. Database Knowledge - ODBC connections- SQL Reporting Services2. Cloud AWS - features, abilities, considerations - Kubernetes Containers3. Intercom or similar Help Desk ticketing system4. Software - GitHub, Slack, Google Meet, or similar communication tools5. Controls & Automation - Working Knowledge of Sensors, Manufacturing Equipment, and PLCs6. ITIL Framework Knowledge (incident management, problem management, change management)7. Exemplary communications, organizational, and interpersonal skills8. Self-motivated and able to maintain high productivity and focus in an unsupervised work environment9. Fully proficiency in English
Job Classification
Industry: IT Services & ConsultingFunctional Area / Department: IT & Information SecurityRole Category: IT SupportRole: IT Support - OtherEmployement Type: Full timeContact Details:
Company: QADLocation(s): Pune
Keyskills: Ticketing Application support Change management Automation Problem management Incident management Manager Quality Control Troubleshooting Technical support SQL
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