Application Support Specialist

Job Overview: Application Support Specialist (E-commerce and Digital Printing) is responsible for providing technical support and troubleshooting for inhouse and vendor provided software applications. This role involves working closely with development teams, end-users, and other stakeholders to ensure seamless operation and user satisfaction. Key Responsibilities: 1. Application Support: To Provide L1 and L2 support for Photobook worldwide’s in-house developed software solutions and Digital Printing related applications such as ZenSmart. Provide the L1 support for e-commerce and digital printing related applications/services such as Taopix, PrintBox. Assist the Helpdesk team on troubleshooting issues reported by end-users, working closely with the Customer Experience and Production Operations Teams. Escalate complex issues to the Development team or third-party vendors or technology partners as and when necessary. Setting up new products/projects and modifying existing product configurations based on requests by respective teams. Work closely with Product Category managers and Marketing Team on new product launches. Assist marketing team on digital sales campaigns on Photobook Worldwide’s own e-commerce platform as well as 3rd party platforms such as Lazada, shopee, etc. 2. User Assistance & Collaboration: Assist internal users on understanding application functionalities and provide basic training as and when required. Participate in project meetings and provide input on application support considerations. 3. Incident Management: Log, Track, and manage application-related incidents on the Helpdesk ticketing system based on Clickup platform. Escalate to 3rd party vendors using Email, Slack or other communication platforms. Prioritize incidents based on urgency and impact & Ensure timely resolution of incidents and communicate status updates to users and respected parties.. 4. Continuous Improvement & Documentation: Identify areas for improvement in application processes and workflows. Document issue resolutions and create knowledge base (KB) articles for internal use Qualifications: Education: Diploma or Bachelor’s degree in Computer Science, Information Technology, or a related field. Experience: 2+ years experience on e-commerce and digital printing industry specific solutions mentioned above. Minimum 1 Year Experience on working with Helpdesk systems. Some experience with troubleshooting software applications Skills: Strong analytical and problem-solving skills. Excellent communication and interpersonal skills Able to understand and follow instructions/guidelines with high accuracy. Working Knowledge of using Helpdesk ticketing systems and procedures. Personal Attributes: Strong attention to detail and organizational skills. Ability to work independently and as part of a team. High level of integrity and professional ethics. Customer-oriented mindset and proactive approach to problem-solving. Working Conditions: Office (E-commerce) + Production environment with limited remote work options. On-call after-hours support may be required as and when required. Interaction with various departments and levels within the organization.