Technical Support Specialist

The Technical Support Specialist provides timely support to stakeholders and users, troubleshooting and resolving application issues while ensuring minimal disruption to business operations.

Responsibilities

• Provide support to the stakeholders and users on application issues, ensuring timely resolution of issues and interfacing with user as required.
• Perform in-depth troubleshooting and root cause analysis to resolve technical problems effectively.
• Document and track all support activities, including problem analysis, resolutions, and follow-up actions to maintain accurate records.
• Execute the incident management process to minimize disruption to business activities or user productivity and prevent the recurrence of issues.
• Coordinate and execute application change management process to efficiently facilitate change requests from stakeholders.
• Work closely with development and product teams to resolve issues and implement change requests that require code or design adjustments.
• Communicate with stakeholders about projected business growth to ensure the application operates at optimal performance for business needs.
• Perform routine maintenance and deploy software updates, patches, and new releases to provide the latest application features and security fixes.
• Monitor system performance and alerts to identify potential issues before they impact users.
• Act as the administrator for applications to maximize availability, reliability, and integrity.
• Recommend and implement proactive solutions to prevent the recurrence of issues.
• Contribute to the continuous improvement of support processes and tools, ensuring efficient and effective support operations.
• Assist in creating and updating technical documentation, including FAQs, knowledge base articles, user guides, and training materials. Conduct training sessions as required.

Requirements

• Bachelor’s degree in Computer Science, Software Engineering, Information Technology, or a related field.
• Minimum of 5 years of experience in technical support, with a focus on mobile applications.
• Proven track record in supporting and maintaining large-scale, complex applications or systems involving public end-users and customers.
• Strong understanding of relational databases (e.g., PostgreSQL, SQL Server, MySQL) and API concepts.
• Experience working in fast-paced, customer-facing environments.