One of our prestigious Clients' who is into "ERP Software Development Services", possessing world-class technological expertise and process excellence is looking for "Application Support Specialists" to work in their Colombo office immediately.

# SALARY - NEGOTIABLE

# 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 TRC. (TrakCare ticketing system.)
• Ensure TRCs 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 TRC queues.
• Provide regular reports to management and customers as requested.
• Acquire new skills by assuming additional responsibilities as requested.
• Additinal responsibilities as determined by management.

# QUALIFICATIONS & EXPERIENCES

• IT or Health-based Degree or 2 years' related experience.
• Friendly and professional, verbal and written communication skills demonstrated by prior customer service experience.
• Good organisation skills with demonstrable attention to detail.
• Very good command of English and excellent communication skills.

# HOW TO APPLY

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