ENVISION DIGITAL – Application Support Specialist

Job Highlights

  • Dynamic and Innovative Work Culture
  • Various work-from-home (WFH) privileges
  • Competitive salary packages

Job Description

We are seeking dynamic, and ownership driven individuals to provide Level 2 application support for our suite of in-house developed management systems on-cloud. This role of the Application Support Specialist is key to assuring the success and satisfaction of our global clientele.

The role of the Application Support Specialist is to utilise their detailed knowledge of the supported applications coupled with their technical knowledge to provide in-depth troubleshooting and backend analysis of escalated issues in a timely manner. Day-to-day issue resolution may include but not limited to remote diagnosis, liasing with 3rd party vendors, simulation tests or working with related technical experts and developers.

Job Responsibilities: 

  • Provide timely Level 2 application support to the Level 1 Customer Service team
  • Finding solutions from previous issues using the Knowledge Base and educating the Level 1 Customer Service team
  • Keeping the Knowledge Base updated when encountering fresh issues and distributing the knowledge to team members
  • Contribute pro-actively to improve response time, resolution time and reduce number of incidents
  • Responding, investigating, resolving, communicating root cause analysis and recommending solutions in a timely manner
  • Actively monitor the usage patterns of the suite of applications and pre-emptively identify abnormal behaviours and respond accordingly
  • Occasional light design and programming work relating to scripting and database queries
  • Establishing a timeline and protocol for harder-to-solve problems and communicating troubleshooting analysis to Level 3 support for resolution
  • Compiling and providing a comprehensive handover of daily task to the team member on duty in subsequent shifts
  • Obtain feedback and suggestions for product improvements
  • Required to work shifts (9am – 6pm / 4pm – 12am), weekends & public holidays

Required experience & skills: 

  • Strong troubleshooting and problem-solving skills
  • Strong communication and collaboration skills
  • Meticulous in analysis and documentation of new learnings and findings
  • Self-driven and perform duties and responsibilities independently with minimum supervision
  • Maintain confidentiality of information processed or prepared
  • Possess positive attitude and interpersonal skills and project a professional image
  • Fluent in speaking, reading and typing in both English and Mandarin
  • Proficiency in PHP, Javascript, jQuery and/or other scripting language is an advantage
  • Proficiency in basic SQL queries is an advantage
  • Prior experience in a similar application support roles is an advantage

What do we provide to you for you to succeed?

  • Dynamic and Innovative Work Culture
  • Office located nearby to LRTs
  • Various work-from-home (WFH) privileges
  • Competitive salary packages commensurate with past work experience
  • Medical, dental, optical, transport and mobile line benefits as well as various shift allowances

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