Job Description

Job Responsibilities: 1. Application Support- Provide timely and effective 1st and 2nd line product & technical support professionally and efficiently, maintaining a high degree of customer service and meeting service level agreements- Monitor and resolve reported incidents, service requests and escalations from Customers' level 1 support- Work effectively and productively with the GTOS Product Teams to ensure incidents and service requests are resolved within the SLA resolution KPIs- Be part of a global team duty-rostered to provide 24/7 application support2. Service Management- Act as a Single-Point of Contact for Business-As-Usual service management, familiar with the unique business processes and needs of the customer(s)- Track and facilitate the resolution of tickets to ensure that Key Performance Indicator's established in Service Level Agreements (SLA) with customers are met- Submits Incident/RCA Report, working with Product Teams to perform root cause analysis to identify repeating patterns and propose measures to prevent recurrences- Holds service meetings with the Customers to update on status & timeline of tickets raised, review priorities and service levels3. Professional Services- Perform Software installations (upgrades, fixes)- Perform changes in environment configuration and updating software configuration documentation4. Business Analysis- Gather, analyze and document users' requirements- Work effectively with GTOS product team to provide feasible solution to the customersJob Requirements: Minimum 3-5 years of working experience in IT Experience in software implementations and post implementation support Experience in 1st and 2nd level support and SLA Management Experience in customer management and providing good customer service Ability to acquire expertise in new business domains and software products Working experience with virtual teams and offshore development Knowledge of ITIL Service Operation, ITIL Service Management and basic understanding of ITIL Service Transition and Continual Service ImprovementJob Types: Full-time, PermanentSalary: $6,000.00 - $7,500.00 per monthBenefits:

• Cell phone reimbursement
• Employee discount
• Health insurance
• Parental leave
• Professional development
• Work from home

Schedule:

• Monday to Friday

Supplemental Pay:

• 13th month salary
• Performance bonus
• Retention bonus
• Yearly bonus

COVID-19 considerations:
Virtual interviews due to Covid-19.