Requirements
Must-have experience
- Experience providing application support, maintenance, and troubleshooting for software applications.
- Strong analytical and problem-solving skills to diagnose and resolve technical issues efficiently.
- Experience managing and tracking activities through ticketing tools and Jira.
- Experience performing application support activities, including troubleshooting, reporting, configuration management, and testing.
- Experience working directly with US-based clients in an English-speaking environment.
- Excellent verbal and written communication skills.
- Ability to collaborate effectively with internal teams and external vendors.
- Experience participating in daily status reporting and operational review meetings with clients and internal stakeholders.
- Strong teamwork skills and ability to work effectively within a collaborative support team.
- Proactive attitude, strong initiative, and ability to learn new technologies and business applications quickly.
- Understanding of application performance monitoring and issue resolution processes.
- Availability to support operational and business needs in a dynamic environment.
Nice-to-have experience
- Functional knowledge of Coupa.
- Functional knowledge of Salesforce.
- Experience working with CRM platforms.
- Previous experience supporting Azure-based applications.
- Previous experience supporting .NET applications.
- Previous experience supporting Java applications.
- Experience learning and supporting specialized business applications with minimal ramp-up time.
Responsibilities
- Diagnose, troubleshoot, and resolve technical issues related to software applications to ensure optimal system operation.
- Provide functional and technical support to end users, addressing incidents, service requests, and application-related inquiries.
- Collaborate with IT teams, business users, and external vendors to identify root causes and implement effective solutions.
- Perform application maintenance activities, including configurations, testing, reporting, and issue resolution.
- Monitor application performance and availability, identifying opportunities for optimization and improvement.
- Track, manage, and document incidents, requests, and tasks through ticketing tools and Jira.
- Participate in daily meetings with clients and Softtek leadership to provide status updates and report on support activities.
- Validate application changes and configurations through testing activities before deployment.
- Create and maintain technical documentation, knowledge articles, and support procedures.
- Provide user guidance and knowledge transfer to encourage self-service and effective problem resolution.
- Contribute to continuous improvement initiatives that enhance application stability, support processes, and user experience.
- Work closely with a small collaborative support team to ensure service quality and operational excellence.
Required Languages
English: Fluent advanced 96–100%
