Job Description
Support Function:
- Respond to system inquiries and troubleshoot reported issues, and provide ongoing technical and user support in a timely manner
- Perform UAT for new features and follow bug fixes (if any)
- Train users on supported systems and provide process/system support, develop and maintain functional user documentation
- Become a subject matter expert on one or more system applications
- Build strong relationships through problem understanding, ensuring timely resolution or escalation, and communicating promptly on progress
- Track system issues and enhancement requests for review and resolution by technical teams.
- Follow the issues with the regional development team to ensure hot fixes and faster-scheduled fixes.
Project Function:
- Communicate with customers to understand their pain points and suggest practical solutions.
- Analyze business requirements/processes for project input.
- Assist with the rollout of the new system including the execution of testing, and training tasks
- Aid in creating and maintaining standard operating procedures, workflow diagrams, and training materials.
- Communicate effectively across teams to meet project timelines and deliverables
Requirements
- Must have knowledge of API Integration.
- Experience working with API Testing is a plus.
- Good communication skills (verbal and written).
- Multi-task management skills with good prioritization techniques.
- Fast learning skills with the ability to memorize and understand logic.
- Empathy with user pain points.
- Ability to de-escalate problems.
- Ready to support users even at night or on the weekend if important issues occur.
More Information
- Experience Level Senior
