Job Description

Future Gate Software

Free placement

Application Support Specialist

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Job id: 294736

08 Oct 2019

Job Location

Al Muthaf Street, Al Aqaria Tower 11th Floor, Qatar

Experience

5 to 8 years

Qualification Level

Graduate

Job Function

IT - Software

Skillset

Must have 5+ years hands-on experience in software project implementation (.Net technologies)

Jobseeker Nationality

Jobseekers from any country

Duties and Responsibilities:
• Facilitate positive proactive working relationships with customers and internal resources.
• Provides technical support to customers, answering complex questions on function and usage of product via the telephone and/or Internet.
• Serves as primary liaison between company and client. May travel to client sites on occasion.
• Demonstrate superior customer service as measured by our customers.
• Work on our product’s monitoring tools and provide a status report on a regular base.
• Perform QA functions for any issue resolution from support calls.
• Create datasets to analyze and recreate issues reported by customers.
• Diagnose the reported issue from customers if it is a change or a bug then communicate issues to the analyst, development staff, or sales consultant appropriately.
• Track and thoroughly document all customer issues in our ticketing system.
• Conveys customer feedback to product development staff. Possesses thorough knowledge of company’s products used by customers. Operates under moderate supervision.
• Keeps customer informed of how and when issues are resolved
• Involved in any additional follow up, testing and troubleshooting
• Responsible for appropriate referral to other departments and quality assurance areas
• Installation and implementation of software, and assuring client timelines and requirements are met.
• Work with IT Help Desk and Network Operations staff to determine and resolve client problems relating to software configuration.
• Evaluating and thoroughly testing the software before Go-Live.
• Provide onsite support on application Go-Live
• Conduct onsite training session to ensure clients are able to fully utilize full functionality of the software.

• Performing upgrades to ensure software stability.

• Collaborating with vendor support services to resolve technical problems.

• Following the company rules and regulations while implementing projects as per the documented agreements and policies of the same.
• Maintain professional image at all time to clients • Ability to present ideas in a manner appropriate for the intended audience (technical and/or business) both in-person and over virtual communication.

• Attend integration meetings with other parties to understand integration requirements, create technical specification and interface requirements, and write functional & technical design documentation.

• Design and develop system-to-system integration interfaces, data flows, APIs, plugins and middleware

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