The IT Application Support role is responsible for ensuring the smooth operation, maintenance, and troubleshooting of IT applications used in call center environments. The role provides frontline technical support, resolves application-related issues, and collaborates with IT teams to enhance system performance and user experience.
Accountability & Key Responsibilities of Role:
1. Application Support & Troubleshooting:
- Provide first level and second-level support for call center applications, addressing software and system-related issues.
- Diagnose and resolve application performance issues, ensuring minimal disruption to operations.
- Log and track incidents in the IT Service ticketing tool, ensuring timely resolution within SLA.
- Escalate unresolved issues to vendors or higher-tier IT support teams when necessary.
2. System Monitoring & Maintenance:
- Monitor application uptime, performance, and security, ensuring optimal system functionality.
- Work closely with infrastructure and network teams to troubleshoot connectivity issues.
- Assist in application updates, patching, and version upgrades to ensure system stability.
3. User Support & Training:
- Provide technical guidance and training to call center agents on application functionalities.
- Develop and update user manuals, FAQs, and troubleshooting guides.
- Ensure end-users follow IT policies and best practices for system usage.
4. Incident & Change Management:
- Participate in incident response, root cause analysis (RCA), and problem management.
- Work closely with IT and business teams to implement changes or enhancements.
- Ensure compliance with IT governance, security policies, and regulatory requirements.
Required Skills & Qualifications:
Essential:
- Bachelor's degree in computer science, IT, or a related field.
- 1-3 years of experience in IT application support, preferably in a call center or retail environment.
- Strong knowledge of telephony applications used in call center.
- Hands-on experience in call center systems such as Verint Workforce Management (WFM), Quality Management, Text and Speech Analytics for troubleshooting and performance optimization.
- Familiarity with ticketing systems (ServiceNow, Jira, or similar ITSM tools).
- Excellent problem-solving, communication, and customer service skills.
- Ability to work in a fast-paced environment with shifting priorities.
Preferred:
Experience with VERINT CALL CENTER SOLUTION.
Key Performance Indicators (KPIs):
- Incident resolution time within SLA.
- System uptime and performance metrics.
- User satisfaction ratings from call center staff.
- Number of recurring issues and RCA effectiveness.
Work Conditions:
- Shift-based role with potential on-call support.
- Requires interaction with multiple stakeholders, including IT, business teams, and vendors.
