L3 Applications Technical Support

Job Category:
Technical Support - L 1, 2,3
Job Type:
Contract
Level of IT Experience:
1-5 Years
Area:
Central Dublin
Location:
Dublin City Centre
Salary:
€250 to €330 per day
Posted:
12/02/2020
Recruiter:
FRS Recruitment
Job Ref:
FRS36586

We have an immediate requirement for an Application Support Associate to join our global technology client on a day rate contract basis in Dublin City Centre. The successful candidate will provide technical support for applications (cloud and/or web technologies) to customers, partners, and internal teams. You will gather information from customers, troubleshoot issue they're experiencing, resolve issues where possible, and escalate cases when needed. You have troubleshooting experience, good grasp of web technologies and strong customer service instincts.

Responsibilities:

* Troubleshooting Salesforce and partner tool issues and other technical problems encountered by users through written communications
* Dedication to providing a world-class user experience to Internal & External users and external customers/partners in timely manner
* Provision customers & partners with access to external applications as well as handling Salesforce access issues
* Delving into issues differentiating between different software layers
* Replicating problems and defining root causes, using product designs, code, or specifications
* Ability to craft solutions in tandem with engineering team and update workflows and code when necessary
* Work directly with internal engineering teams ensuring launch details are captured communicated, and accessible. This includes documentation, training, downstream impacts and support workflows.
* Collaborating with peripheral teams in engineering, order management, deployment, sales, and partner programs to troubleshoot complex technical issues and recommend feature requests
* Proactively own, categorise and prioritise issues with engineering teams
* Champion process improvements to increase efficiency and decrease issue resolution time

Key Requirements:

* BA/BS degree preferred, preferably in a technical or hard science major such as engineering or mathematics
* 4-5 years of prior experience providing in-depth-expert technical support for cloud applications + web technologies
* Strong Salesforce knowledge required
* Ability to deep dive, identify recurring issues and complete root cause analysis
* Strong customer support skills, including excellent written and verbal communications and analytical skills
* Familiarity with software deployment
* Familiarity and working knowledge with Java including servlets, frameworks, web services, and web technologies
* Familiarity with Apex Code
* Strong documentation skills
* Passion to learn and adapt to a rapidly changing environment
* Must be a team player
* Must possess a sense of urgency to resolve customer issues

Contact Details:
FRS Recruitment
Tel: 061 207900
Contact: Shauna Duggan

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