Consultant –Application Support L1

Inviting applications for the role of Consultant -Application Support L1!

In this role, you will be a part of the L1 support team who will take ownership of customer issues reported and see problems through to resolution

Responsibilities

• Take ownership of customer issues reported and see problems through to resolution.

• Research, diagnose, troubleshoot, and identify solutions to resolve customer issues.

• Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams.

• Provide prompt and accurate feedback to customers.

• Ensure proper recording and closure of all issues.

• Prepare accurate and timely reports.

• Post patching issue, this gets more people to apply for job role resolution. Provide and document RCA & corrective actions on repetitive issues for a permanent fix, Provide Guidance and Support to other IT Team Knowledge Management processes Provide resolution notes for new issues or work-around keep team members and team lead aware of changes. Build, develop & maintain updated user self-help documentation and quick reference guides for frequently asked questions about the application.

• Enable the users to handle activities on their own.

Qualifications we seek in you!

Minimum Qualifications

• Bachelor%27s/Graduation/Equivalent Preferred qualifications

• Good Understanding of Salesforce platform (Admin and Code level understanding)

Preferred Qualifications/ Skills

• Ability to deal with ambiguity and define approaches to bring unfocused issues to resolution.

• Excellent customer-facing skills that include conducting compelling technical briefing & demonstrations including critical issues, status reports, and resolving impediments. The person should have the technical capability to troubleshoot applications, implement new technologies and articulate the solutions to the customer.

• Ensures project issues are raised on time and resolved at the appropriate levels. Keeps project or delivery teams informed of the overall status.

• Ability to drive compliance & process adherence.