Application Tech Support Practitioner

Application Tech Support Practitioner

Project Role : Application Tech Support Practitioner
Project Role Description : Act as the ongoing interface between the client and the system or application. Dedicated to quality, using exceptional communication skills to keep our world class systems running. Can accurately define a client issue and can interpret and design a resolution based on deep product knowledge.
Must have skills : Contact Center Technology Capabilities
Good to have skills : NA
Minimum 5 year(s) of experience is required
Educational Qualification : 15 years full time education

Summary:
As an Application Tech Support Practitioner, a typical day involves serving as the primary liaison between clients and the application or system. This role focuses on maintaining high-quality service by effectively communicating with clients and internal teams to ensure smooth operation of world-class systems. The practitioner dedicates time to understanding client concerns, accurately identifying issues, and facilitating resolutions that align with the system s capabilities. Collaboration and continuous monitoring are key aspects, ensuring that client needs are met promptly and efficiently while supporting the overall stability and performance of the application environment.

Roles & Responsibilities:
- Expected to be an SME, collaborate and manage the team to perform.
- Responsible for team decisions.
- Engage with multiple teams and contribute on key decisions.
- Provide solutions to problems for their immediate team and across multiple teams.
- Coordinate with stakeholders to ensure alignment of technical support activities with client expectations.
- Monitor system performance and proactively identify potential issues to minimize downtime.
- Mentor junior team members to enhance their technical and problem-solving skills.

Professional & Technical Skills:
- Must To Have Skills: Proficiency in Contact Center Technology Capabilities.
- Strong troubleshooting and problem-solving abilities related to contact center systems.
- Experience in managing and supporting complex application environments.
- Excellent communication skills to effectively interact with clients and cross-functional teams.
- Ability to analyze system logs and data to diagnose and resolve technical issues.
- Familiarity with incident management and escalation processes within technology support.

Additional Information:
- The candidate should have minimum 5 years of experience in Contact Center Technology Capabilities.
- This position is based at our PDC5A - SEZ location.
- A 15 years full time education is required.