About the role
We are inviting applications for the role of Assistant Manager - Application Support L2!
In this role, you will be a part of the Cora support team who will take ownership of customer issues reported and see problems through to resolution
Responsibilities
• Take ownership of customer issues reported and see problems through to resolution
• Research, diagnose, troubleshoot, and identify solutions to resolve customer issues
• Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams
• Provide prompt and accurate feedback to customers
• Ensure proper recording and closure of all issues
• Prepare accurate and timely reports
• Post patching issue, this gets more people to apply for job role resolution. Provide and document RCA & corrective actions on repetitive issues for a permanent fix, Provide Guidance and Support to other IT Team Knowledge Management processes; Provide resolution notes for new issues or work-around; keep team members and team lead aware of changes. Build, develop & maintain updated user self-help documentation and quick reference guides for frequently asked questions about the application.
• Enable the users to handle activities on their own
Qualifications we seek in you!
• Bachelor's/Graduation/Equivalent Preferred qualifications
• Good Understanding of Salesforce platform (Admin and Code level understanding)
• Ability to deal with ambiguity and define approaches to bring unfocused issues to resolution.
• Excellent customer-facing skills that include conducting compelling technical briefing & demonstrations including critical issues, status reports, and resolving impediments. The person should have the technical capability to troubleshoot applications, implement new technologies and articulate the solutions to the customer.
• Ensures project issues are raised on time and resolved at the appropriate levels. Keeps project or delivery teams informed of the overall status
• Ability to drive compliance & process adherence