Application Support Specialist We are looking to speak to experienced Application Support Specialistson behalf of a growing company in Dublin 4. The responsibilities include providing Level 1 and Level 2 support for their clients. The ideal candidate will have a strong technical background in troubleshooting, SQL queries, and ticket management systems like JIRA, along with excellent client-facing skills. This role requires close collaboration with development teams and product owners to resolve application issues, document user stories, and ensure an exceptional customer experience. Key Responsibilities: Act as the first point of contact for technical support requests from clients. Provide Level 1 and 2 support to diagnose, troubleshoot, and resolve application issues. Escalate complex issues to higher levels (Level 3/Development) as necessary while ensuring smooth communication with the client. Maintain accurate records of issues, resolutions, and escalations. Use JIRA to manage, track, and resolve support tickets. Document all technical issues, steps to reproduce, and resolutions in the system for future reference. Prioritize and manage tickets according to Service Level Agreements (SLAs). Execute SQL queries to analyze and troubleshoot issues related to data integrity, application behavior, and database performance Assist in data validation and reporting as needed. Provide timely updates and communicate solutions effectively to both technical and non-technical stakeholders. Build strong client relationships through exceptional support, follow-up, and proactive issue resolution. Assist clients with onboarding, training, and product usage. Manage software version releases and documentation, supporting test execution and UAT in an Agile environment. Prepare training materials for clients and assist with training where necessary. Develop a deep technical knowledge of company products, ensuring smooth integration with the technical infrastructure. Required Skills & Experience: 2-4 years of experience in Level 1 & Level 2 support roles or similar Hardware and Software Implementations Proficiency in JIRA or similar ticket management systems. Strong experience with SQL for querying and troubleshooting database issues. Ability to interpret and document user stories and requirements. Exceptional communication and client-facing abilities, with the capability to explain technical concepts to non-technical users. Experience with incident management, troubleshooting, and working under pressure to resolve critical issues. Strong analytical and problem-solving skills. Experience working in a collaborative, fast-paced environment.
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