Senior Application Support Specialist

We are seeking a Senior Application Support Specialist to join our QAD, Redzone team in India. Looking for A technologist who loves a fast-paced team environment, frequent customer communication, and solving customer problems.

Note: For the first six months, this role will require supporting EMEA hours, after which it will transition to a APAC shift starting 6.30 am to 3.30 pm IST. As we are a global organization, there may be times when flexibility with working hours is expected.

Role Overview:

• Provide patience, empathy, and a customer-centric approach to handling support requests.
• Provide timely and accurate troubleshooting for both hardware and software issues
• Interact with end-users via Google Meet, email, or chat to help resolve their technical issues
• Manage and record all technical issues and resolutions using Intercom.
• Take ownership of customer issues reported and see problems through to resolution
• Prioritize and manage many customers and issues at one time
• Apply troubleshooting techniques before escalating issues
• Monitor health of customer environments and proactively tackle issues
• Analyze records and logs to spot underlying trends and potential issues
• Work alongside Engineering team to learn and stay current on new technologies for the infrastructure
• Celebrate team-based goals for best-in-class SLA and CSAT metrics.