One of our prestigious Clients' who is a Multinational "IT Company" is looking for skilled "Application Support Engineers" to work in their Colombo office immediately.

SALARY: Negotiable

ROLES & RESPONSIBILITIES:

• Ensure customer satisfaction by triaging support requests, facilitating rapid responses, ensuring requests contain sufficient details, and managing the support queue and backlog.
• Provide immediate response to customer support inquiries via phone or ticketing system.
• Ensure support tickets contain sufficient information and detail for second-line support to work with, according to the minimum datasets laid out.
• Where possible, provide immediate resolution to support inquiries. Alternatively, triage the inquiry and determine the best person to pass it to.
• Develop and maintain a set of Standard Operating Procedures for responding to common and/or repeatable inquiries.
• Timely notification to the Incident Manager of any issue that may impede immediate response or customer satisfaction.
• Assist the Incident Manager with the monitoring, management, and processing of ticketing queues.
• Provide regular reports to management and customers as requested.
• Acquire new skills by assuming additional responsibilities as requested.

QUALIFICATIONS & EXPERIENCES:

• Age below 30
• Experience in Application Support / Software & Hardware Troubleshooting.
• Experience in liaising with customers and software developers.
• Experience in providing customer service support.

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• Basic knowledge of programming languages.
• Strong IT skills with proficiency in MS-Office, CRM tools, Etc.
• Excellent communication skills in both written and spoken English.

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• Ability to confidently speak to the customer. (Excellent Call Management)
• Client service orientation and excellent customer service skills.
• Excellent organizational, and time management skills.
• Problem-solving attitude with an ability to multi-task.
• Team player with strong interpersonal skills.

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• Willingness to work on a shift basis, late hours when required.

HOW TO APPLY:

If you are interested, please forward your CV to, This email address is being protected from spambots. You need JavaScript enabled to view it.

(Please use the same vacancy name for your subject title for better visibility of your email.)