Deskripsi Pekerjaan
Join Kroll as an Application Support Analyst and become a critical problem-solver in our dynamic technology ecosystem. In this full-time role, you'll serve as the first point of contact for resolving complex application issues through critical analysis, consultative questioning, and relationship building. You'll diagnose technical challenges, implement solutions, and ensure seamless user experiences while collaborating with cross-functional teams. This position offers growth opportunities in a global leader with a commitment to innovation and client excellence. If you're passionate about transforming technical challenges into client satisfaction, we invite you to apply and contribute to our mission of delivering cutting-edge solutions.
Tanggung Jawab
- Respond to and resolve incoming customer support tickets via phone, email, and chat platforms
- Diagnose application issues through systematic analysis and troubleshooting methodologies
- Document all interactions, solutions, and knowledge base articles for future reference
- Collaborate with development teams to escalate and resolve complex technical problems
- Monitor system performance and proactively identify potential issues
- Provide user training and guidance on application functionalities
- Contribute to continuous improvement of support processes and documentation
Kualifikasi
- Bachelor's degree in Computer Science, Information Technology, or related field
- Minimum 2 years of experience in application support or technical support roles
- Strong analytical and problem-solving abilities with attention to detail
- Excellent communication skills with ability to explain technical concepts clearly
- Proficiency in ticketing systems (e.g., Jira, ServiceNow) and knowledge management tools
- Basic understanding of database concepts and SQL queries
- Certification in relevant technologies (e.g., CompTIA A+, ITIL) preferred