Application Support Engineer

Job Openings Application Support Engineer

KEY RESPONSIBILITIES:

Provide first line functional support to Customers, liaising directly with them to resolve complex queries (e.g. application queries, training, reports, user documentation)
Maintain a high degree of customer service for all queries, providing concise and accurate information
Prioritise Customer issues and escalate business critical issues in a timely manner
Contribute solutions to the FAQ database and knowledge base articles
Use AI-assisted tools to help analyse issues, draft responses, and improve troubleshooting efficiency
Leverage AI and internal knowledge tools to quickly identify possible causes and recommended solutions
Direct complex queries to the correct queue for resolution
Identify chargeable activities
Effectively communicate with all team members
Ensure administration tasks such as time sheets are completed timely and accurately
Continuously look for opportunities to improve support efficiency using automation and AI tools

SKILLSET REQUIREMENTS:

Excellent English verbal & written communication skills
Strong Customer Service focus
Excellent attention to detail and ability to solve problems
Logical decision making and ability to take initiatives
Must be organised and display good time management skills
Ability to work with interruptions and multi-task
Strong sense of achievement (results and delivery oriented)
Ability to use AI tools (e.g. Cursor, ChatGPT or similar) to assist with troubleshooting, documentation, and customer communication
Ability to learn and adopt new AI and automation tools to improve support productivity

EXPERIENCE REQUIREMENTS:

Experience working with ERP systems
Understanding of business and accounting processes
Experience using Jira Software
Experience in the Rental and/or Equipment Servicing industries
Exposure to AI tools for knowledge search, documentation, or troubleshooting will be an advantage

EDUCATION QUALIFICATIONS:

Or refer someone