L1 Application Support

VSM Software (P) Ltd is an ISO certified company catering to the global needs of Pharma and Banking industries.

In both these verticals, we offer solutions and services in specific areas.

VSM has

• Strong founding team based in India and the US

• A great leadership team who come with high levels of educational qualifications and relevant industry experience

• Skilled and trained IT and Subject Matter professionals

We have a local presence in 5 countries and are further expanding our delivery reach.

About the team

The Application Support L1 team provides the first line of assistance for users experiencing issues with software applications. Their responsibilities include monitoring systems, responding to user queries, troubleshooting basic technical issues, and resolving common problems such as login errors or software malfunctions. They escalate more complex issues to higher-level support teams if necessary and ensure smooth application operation by following predefined processes. The L1 team also helps with documentation, updating users on ticket statuses, and ensuring timely resolution of issues to maintain customer satisfaction.

Responsibilities

• Respond to user inquiries and provide assistance for application-related issues
• Identify and resolve basic technical problems and errors in applications
• Monitor application performance and system alerts to ensure uptime
• Document issues in the ticketing system and track their status
• Escalate unresolved or complex issues to L2 or higher support teams
• Provide basic training and guidance to users on application features and functionalities
• Maintain and update user manuals, FAQs, and knowledge base articles