Project Role : Application Tech Support Practitioner
Project Role: Application Tech Support Practitioner
The role of an Application Tech Support Practitioner is critical in ensuring the seamless operation of applications and systems that clients depend on. Here’s a detailed description of each point mentioned in the role:
Project Role Description
- Act as the ongoing interface between the client and the system or application: As an Application Tech Support Practitioner, you act as the key point of contact between the client and the technical support team. You play a critical role in understanding client issues, communicating effectively with both the client and the system support teams, and ensuring that issues are addressed promptly.
- Dedicated to quality: Quality of service is paramount. You are expected to maintain high standards in communication, technical troubleshooting, and problem resolution to ensure client satisfaction. Your role requires a focus on continuous improvement and attention to detail.
- Exceptional communication skills: Your ability to communicate clearly and efficiently is crucial, whether you’re dealing with clients, technical teams, or management. This includes active listening, understanding the problem, and explaining complex technical issues in a manner that clients can easily understand.
- Keep world-class systems running: You are tasked with ensuring that the systems and applications continue to run smoothly without major interruptions. This means quickly resolving any issues that arise to avoid extended downtime and ensuring that systems perform optimally.
- Accurately define client issues: One of the key responsibilities of this role is to accurately diagnose and define the issues clients are facing. This involves gathering detailed information from the client, analyzing the symptoms, and pinpointing the problem’s root cause.
- Interpret and design a resolution: Once the issue is defined, you will use your knowledge of the product to design an appropriate resolution. This includes applying your understanding of the system, product features, and troubleshooting procedures to resolve the problem effectively.
- Based on deep product knowledge: A strong understanding of the system or application you’re supporting is essential. You need to stay updated on product features, updates, and potential issues. This deep product knowledge allows you to offer quick and accurate solutions to client problems.
Must-Have Skills: Service Desk Quality Management
- Service Desk Quality Management: This involves overseeing the quality of services provided by the service desk. Your role will require monitoring support processes, ensuring customer satisfaction, and making sure that the service desk operates efficiently. This skill involves:
- Adhering to service level agreements (SLAs)
- Implementing quality control measures
- Managing customer feedback and complaints
- Continuously improving support processes to increase client satisfaction and system performance
Good to Have Skills: N/A
- No additional skills were specifically mentioned as “good to have,” which means the role is more focused on the essential duties related to service desk quality management and technical support.
Experience Required
- 0-2 years of experience: This role is suitable for entry-level candidates or professionals with up to 2 years of experience. Even if you’re new to the field, the role provides opportunities for learning and growth, as you will be trained on the job to develop technical skills and product knowledge.
Educational Qualification
- 15 years of full-time education: The educational requirement is a minimum of 15 years of formal education, which typically translates to a bachelor’s degree in a relevant field such as Information Technology, Computer Science, or another technical discipline.
