App Support Specialist

Overview

The Scoop on the Role: Join us in the heart of Grouper's Platform Ops Team As our Applications Support Specialist, you/'ll dive into the world of end user analytics apps, serving a global userbase. From running our helpdesk to collaborating with stakeholders, you/'ll be the hero ensuring smooth sailing for our users worldwide

Responsibilities

- Team Collaboration: Function effectively in a team environment while demonstrating self-motivation and the ability to work independently.

- Customer Support: Resolve customer requests initiated through various support channels, including telephone and online support requests.

- Incident Management: Respond to incidents according to SLAs, ensuring timely ticket completion with minimal disruption to customers.

- Issue Troubleshooting: Troubleshoot issues on business-critical systems to ensure smooth operations.

- Internal Coordination: Liaise with internal teams such as Data Science, Core Engineering, Product, and Sales to fulfill customer requests.

- Preventative Maintenance: Perform scheduled preventative maintenance and systems administration tasks.

- Collaborative Environment: Contribute to a fast-paced and highly collaborative team-based work environment.

- Product Knowledge: Develop in-depth product knowledge to effectively support end users.

- Vendor Interaction: Work closely with end-users and third-party suppliers to address support needs.

- Service Transition: Collaborate with project teams and application/service transition teams to ensure smooth implementation of new services and upgrades.

- Process Enhancement: Contribute to the development and enhancement of the applications support process.

- Documentation: Maintain detailed technical documentation of incidents/tickets and their resolutions.

- Service Improvement: Demonstrate a continuous improvement mindset, with a focus on automating repetitive tasks for efficiency.

- Problem Resolution: Provide thorough support and problem resolution for customers.

- Customer Communication: Keep customers informed of progress and manage exceptions effectively.

What We/'re Looking For

- Experience: Graduate, or minimum 6 months to 1 year of experience in a relevant area.

- Self-Motivation: Self-motivated individual with the ability to work independently or as part of a team.

- Deadline Oriented: Capable of working under pressure to tight deadlines, demonstrating drive and commitment to delivery.

- IT Service Management: Familiarity with the fundamentals of IT Service Management.

- ITSM Service Desk Management: Experience in managing Zendesk or similar customer support platforms.

- Cloud Deployment: Knowledge of cloud deployment models and validation of post-deployment service operations.

- Communication Skills: Excellent documentation, reporting, communication, and interpersonal skills are essential.

- Digital Security Awareness: Strong awareness of digital security practices and protocols.

The Perfect Match

- ITSM or ITIL Certification: Possession of IT Service Management (ITSM) Certification, such as ITIL, or knowledge of the same.

- Audit/Risk and Control Frameworks: Exposure to Audit, Risk, and Control frameworks, for example, ISO 27001 or similar.

Meet Grouper

We are our customers/' trusted partner in safeguarding data, strengthening cybersecurity, and strategic consulting. We lead the way in ensuring data integrity, securing information, and navigating regulatory compliance with confidence. With a blend of technical expertise and clever thinking, we redefine GRC and IT strategies, empowering organisations to shine. From wielding cyber-superpowers to mastering security frameworks like ISO 27001:2013 and NIST, we/'re certified wizards ready to chart a course to success, strengthen defenses, and turn challenges into opportunities to excel.

So whether our customers are battling cyber dragons or navigating the tumultuous seas of change, Grouper is their trusted ally on the journey to greatness.

Join Grouper

Are you ready to take on this challenge? We/'re on the lookout for talented individuals to join our team. If you/'re passionate about providing exceptional support and thrive in a fast-paced environment, we want to hear from you

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