Application Support Specialist
1 week ago
About the Role
Starlink Qatar is seeking an experienced IT Application Consultant to join our team. As an IT Application Consultant, you will be responsible for ensuring the smooth operation and maintenance of IT applications used in call center environments.
Key Responsibilities
- Application Support & Troubleshooting
- Provide first-level and second-level support for call center applications, addressing software and system-related issues.
- Diagnose and resolve application performance issues, ensuring minimal disruption to operations.
- Log and track incidents in the IT Service ticketing tool, ensuring timely resolution within SLA.
- Escalate unresolved issues to vendors or higher-tier IT support teams when necessary.
- Monitor application uptime, performance, and security, ensuring optimal system functionality.
- Work closely with infrastructure and network teams to troubleshoot connectivity issues.
- Assist in application updates, patching, and version upgrades to ensure system stability.
- Provide technical guidance and training to call center agents on application functionalities.
- Develop and update user manuals, FAQs, and troubleshooting guides.
- Ensure end-users follow IT policies and best practices for system usage.
- Participate in incident response, root cause analysis (RCA), and problem management.
- Work closely with IT and business teams to implement changes or enhancements.
- Ensure compliance with IT governance, security policies, and regulatory requirements.
Requirements
- Bachelor's degree in computer science, IT, or a related field.
- 1-3 years of experience in IT application support, preferably in a call center or retail environment.
- Strong knowledge of telephony applications used in call centers.
- Hands-on experience in call center systems such as Verint Workforce Management (WFM), Quality Management, Text and Speech Analytics for troubleshooting and performance optimization.
- Familiarity with ticketing systems (ServiceNow, Jira, or similar ITSM tools).
- Excellent problem-solving, communication, and customer service skills.
- Ability to work in a fast-paced environment with shifting priorities.
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