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L2 Application Support Specialist

Remote: 
Full Remote
Experience: 
Expert & Leadership (>10 years)
Work from: 
Philippines

MicroSourcing logo
MicroSourcing Large https://www.microsourcing.com/
5001 - 10000 Employees
See all jobs

Job description

Job Title: L2 Application Support Specialist

Your Role:

  • Clear Communication Skills & Understanding of Customer’s needs - Agents must be Empathetic, Professional and be able to communicate well with the Customers.
  • Problem Solving - Reasoning and analytical skills so you can easily and quickly identify the root cause of the customer issue.
  • Remote Work Skills - Adaptability, digital literacy, and time management. Experience in Using remote tools to assist the Customer.
  • Work Across Various channel - Would need to work across various communication channels like phone , Email & Live Chat.

What You Need:

(Non-negotiables)

  • 2 years+ of experience in Application Support
  • Knowledge in using SQL
  • Knowledge in Supporting IT Issues or a particular Application
  • Basic Computer Skills and MS office.

Preferred skills/expertise:

  • Knowledge of Trust Accounting or Accounting will have an advantage
  • Adaptability, digital literacy, and time management
  • Reasoning and analytical skills so you can easily and quickly identify the root cause of the customer issue.

Job Title: Senior Systems Integration Specialist

Your Role:

  • Provide analysis and prioritization expertise to the customer operations team
  • Communicate with internal colleagues to understand the needs of users and stakeholders
  • Identify the processes and information technology required to introduce recommendations, and work with technology teams to help them design and deliver the solution
  • Design, create, and maintain automations across multiple customer service teams liaising with stakeholders from the wider business
  • Work with end users and stakeholders to understand and investigate feedback into the service, function, or products provided
  • Work with Product Owner to manage new releases & tickets
  • Conduct testing for bug fixes and releases in associated systems.
  • Managing tickets for bugs and issues, new features, and support requests.
  • Create suggestions for improvements and changes
  • Consider opportunities and potential risks attached to changes
  • Support colleagues in making changes, including helping to resolve any issues
  • Perform requirement gathering and analysis for all business processes
  • Lead reviews of current business processes and develop optimization strategies
  • Coordinate UAT for new system and project launches
  • Provide support and troubleshoot issues for end users by assisting IT Support teams with 1st and 2nd Line triage of issues
  • Work with stakeholders, product management and development teams across all customer service and business systems to provide development Release Management and defect resolution
  • Utilizing inbuilt functionality in all customer services systems to maintain customer operations and connected platforms to maximize efficiency, minimize disruption, and provide data analysis and reports in the associated systems.
  • Maintain access for end users for Customer Service managed systems and being the point of contact as system administrator.

Responsibilities also to include (but not limited to):

  • Update metadata for Junk Queues and PureCloud Queues
  • Monitor and update PureCloud Managed Package
  • Manage Public Groups, Chatter Groups, Permission Sets and Queues
  • Cleanse incorrect data (Accounts)
  • Provide GDPR support to the customer operations team

Job Title: Service Coordinator (Triage - Dispatch)

Your Role:

  • Pre-process service requests that arrive through email, manual entry, or direct client input.
  • Act as the single point of contact to the client for all types of service requests.
  • Review and categorize incoming service tickets based on priority, urgency, and complexity.
  • Gather additional information from clients as needed to ensure accurate ticket documentation.
  • Coordination of all IT support groups to ensure maximum utilization of billable resources.
  • Schedule internal and onsite resources on the dispatch portal.
  • Monitor resource schedules to ensure prompt time entry on service requests.
  • Communication with clients as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages.
  • Improve client service, perception, and satisfaction; perform post-resolution follow-ups to requests.
  • Fast turnaround of client requests.
  • Ability to work in a team and communicate effectively.
  • Improve usage and increase productivity of IT support resources.
  • Ensure that all ticket information, including issue details, troubleshooting steps, and client interactions, is accurately documented.
  • Update and improve documentation to streamline the triaging process and support continuous improvement.
  • Escalate service requests that cannot be scheduled within agreed service levels.
  • Report the utilization of IT Support resources and successful completion of service requests to the Service Manager.
  • Identify recurring issues and report them to the Service Desk Manager to improve resolution processes and reduce incident frequency.

Qualifications:

  • Basic computer and operating system knowledge.
  • Interpersonal skills: such as telephony skills, communication skills, active listening and client-care.
  • Ability to multi-task and adapt to changes quickly.
  • Technical awareness: ability to match resources to technical issues appropriately.
  • Service awareness of all organization’s key IT services for which support is being provided.
  • Understanding of support tools, techniques, and how technology is used in IT MSP services. (Preferred)
  • Excellent communication skills in English (verbal and written).
  • Typing skills to ensure quick and accurate entry of service request details.
  • Self-motivated with the ability to work in a fast-moving environment.
  • Fast, stable internet connection and reliable power with backup.

Job Title: Systems Integration Specialist

Your Role:

  • Provide analysis and prioritization expertise to the customer operations team
  • Communicate with internal colleagues to understand the needs of users and stakeholders
  • Identify the processes and information technology required to introduce recommendations, and work with technology teams to help them design and deliver the solution
  • Design, create, and maintain automations across multiple customer service teams liaising with stakeholders from the wider business
  • Work with end users and stakeholders to understand and investigate feedback into the service, function, or products provided
  • Work with Product Owner to manage new releases & tickets
  • Conduct testing for bug fixes and releases in associated systems.
  • Managing tickets for bugs and issues, new features, and support requests.
  • Create suggestions for improvements and changes
  • Consider opportunities and potential risks attached to changes
  • Support colleagues in making changes, including helping to resolve any issues
  • Perform requirement gathering and analysis for all business processes
  • Lead reviews of current business processes and develop optimization strategies
  • Coordinate UAT for new system and project launches
  • Provide support and troubleshoot issues for end users by assisting IT Support teams with 1st and 2nd Line triage of issues
  • Work with stakeholders, product management and development teams across all customer service and business systems to provide development Release Management and defect resolution
  • Utilizing inbuilt functionality in all customer services systems to maintain customer operations and connected platforms to maximize efficiency, minimize disruption, and provide data analysis and reports in the associated systems.
  • Maintain access for end users for Customer Service managed systems and being the point of contact as system administrator.

Responsibilities also to include (but not limited to):

  • Update metadata for Junk Queues and PureCloud Queues
  • Monitor and update PureCloud Managed Package
  • Manage Public Groups, Chatter Groups, Permission Sets and Queues
  • Cleanse incorrect data (Accounts)
  • Provide GDPR support to the customer operations team

Job Title: Senior Database Administrator (PostgreSQL)

Your Role:

  • Subject matter expert (SME) of PostgreSQL databases (cloud & on-premises)
  • Participate in a 24x7 major incident on-call rotation
  • Perform root cause analysis for major outages and incidents
  • Document database design models, configurations, and processes
  • Implement advanced security standards (row-level security & data encryption)
  • Debug database code and resolve complex data problems
  • Design new database schemas and data ingest strategies

What You Need:

(Non-negotiables)

  • 5+ years of experience as a Database Administrator
  • Minimum 5 years working primarily with PostgreSQL
  • Understanding of ERDs and ability to build physical schemas from logical designs
  • Solid database engine tuning abilities
  • Experience or knowledge of database partitioning strategies

Preferred skills/expertise:

  • Experience with data modeling
  • Experience with master data management (MDM)
  • Experience working in highly regulated environments (SOX, HIPAA, PCI)

Job Title: Senior Full Stack Developer

Your Role:

  • Coding and styling new user interfaces with TypeScript and React.js.
  • Developing microservices using AWS Lambda (Serverless Framework).
  • Designing and implementing GraphQL APIs.
  • Improving existing both front-end and back-end codebases for performance and maintainability.
  • Creating visually appealing, reusable and intuitive user interface components.
  • Working collaboratively with other team members to find appropriate solutions and to build features.
  • Writing robust, clean, readable code.

What You Need:

(Non-negotiables)

  • At least 5 years of experience developing Javascript applications.
  • 5 or more years of experience developing web applications with React.js.
  • 10 or more years of experience working in the industry.
  • Previous experience designing and implementing GraphQL APIs.
  • Proven experience using modern client-side web application package managers, build systems and test runners, such as NPM or yarn, Webpack or Parcel bundler, and Jest or Jasmine or equivalents.
  • Knowledge of software engineering principles and patterns, such as object-oriented programming and/or functional programming

Required profile

Experience

Level of experience: Expert & Leadership (>10 years)
Spoken language(s):
English
Check out the description to know which languages are mandatory.

Hard Skills

SQL (Programming Language)TypeScriptJavaScript LibrariesPostgreSQLAutomated Information SystemsSystem Level TroubleshootingApplication DevelopmentAnalyticsVideo Game DevelopmentRelease ManagementInnovation ManagementRemote AdministrationTrust LawsData ModelingCloud ComputingGraphQLServerless ComputingMaster Data ManagementData Partitioning

Other Skills

  • Analytical Skills
  • Communication
  • Basic Internet Skills
  • Microsoft Office
  • Adaptability
  • Communication
  • Active Listening
  • Time Management
  • Teamwork
  • Social Skills
  • Digital Literacy
  • Problem Solving
Are you interested?

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