Consultant - Application Support

Requirements:

1. Proven experience in a customer-facing role, preferably in a technical / customer support. Previous work in escalation management is highly desirable
2. Strong problem-solving skills to manage complex issues, identify root causes, and develop effective solutions. Aptitude for thinking critically and making decisions under pressure.
3. Exceptional verbal and written communication skills to engage effectively with customers, team members, and stakeholders at all levels of the organization.
4. Customer-focused mindset built on customer satisfaction and delivering high-quality service.
5. Team player with proven ability to work collaboratively with cross-functional teams and build positive relationships. Strong interpersonal skills and the ability to work effectively in a fast-paced and dynamic environment.
6. Excellent organizational and time management skills, with the ability to prioritize and manage multiple escalations simultaneously.
7. Technical aptitude with proven ability to handle the technical features and functionality of multi-tier applications (Windows and/or Linux). Identify and clearly report root cause reports, locate compatibility issues, triage bugs, test and validate solutions, all requiring excellent problem recognition and critical thinking skills.
8. Working knowledge of ITIL / IT Service Management processes (Incident / Problem management, Change / Release, etc.)

Nice To Have:

1. Experience with Service Now and/or JIRA workflow and integration management, reporting and analytics.

2. Experience in a software testing or QA Analysis environment.

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