Website:
exsead.com.au
Job details:
The Application Support Engineer supports customers by resolving incidents, service requests, and enhancement requests from logging through to resolution. The role provides remote support across IT solutions including Freshworks, Microsoft, and related technologies.
Key Responsibilities
Managed Services Support
- Resolve customer issues and requests within SLA timelines
- Monitor and manage support ticket queues
- Troubleshoot technical issues and implement configuration changes
- Maintain accurate records in the service management system
- Identify recurring issues and recommend improvements or automation
- Provide customer guidance on platforms and business processes
Implementation & Consulting
- Configure and customise ITSM, ESM, and CX platforms
- Implement solutions and integrations with enterprise systems
- Support testing, deployments, data migration, and post-go-live activities
- Deliver customer training and technical documentation
- Troubleshoot implementation and integration issues
Customer Success
- Build strong relationships with customer stakeholders
- Identify opportunities for additional customer engagements
- Participate in customer meetings online and onsite
- Contribute to process improvement and knowledge sharing initiatives
- Complete timesheets and required reporting
Skills & Experience
- Experience supporting SaaS or enterprise applications
- Knowledge of Freshworks, Microsoft technologies, or similar platforms
- Strong troubleshooting and customer communication skills
- Experience with ITSM, CRM, or support platforms preferred
Click on Apply to know more.