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!
The role's areas of focus:
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: Support Superhero! From managing our helpdesk to collaborating with stakeholders, you'll be the champion ensuring smooth sailing for our users worldwide! Here's what we're searching 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: If you possess some of these skills, Grouper is excited to hear from you!
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 simillar.