Enterprise Application Support Engineer

Specific

Duties Include:

• Provide technical support for software-related issues, guiding customers through troubleshooting steps and solutions.
• Collaborate with cross-functional teams including development, product management, and quality assurance to escalad and resolve complex technical issues.
• Document and track support tickets in the ticketing system, ensuring accurate and timely updates to customers and stakeholders.
• Develop and maintain knowledge base articles and technical documentation to enhance self-service support options for customers.
• Participate in discussions to understand clients' needs, requirements, and manage support work requests to result in the delivery of fixes or enhancements on time and with high-quality.
• Perform analysis and testing of software defects and contribute to the development of solutions that enhance product reliability and user experience.
• Introduce continuous improvements and increased efficiency to the software or business processes by utilizing Software Engineering tools, innovative techniques and the reuse of existing solutions.
• Contribute to meeting the SLAs and KPIs as applicable for the account and unit - for example, responsiveness, resolution, software quality SLAs, ensures that assigned tasks are completed on time and that delivery timelines are met in accordance with the quality targets of the organization.
• Provide training and support to customers on software functionality, best practices, and troubleshooting techniques.
• Train and mentor junior support engineers to foster a culture of continuous learning and improvement.
• Contribute to continuous improvement initiatives within the support team to optimize processes and enhance service quality.

• Strong customer service ethic.
• Strong business background.
• Excellent verbal communication skills.
• Excellent analytical and problem-solving skills.
• Effective prioritization and project management skills.

• Bachelor's degree in Business, Accounting or Information Technology, or related field.
• Experience supporting or working with Microsoft D365.
• Ability to work independently and manage multiple priorities.

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