Application Support Engineer (资深运维工程师)

Overview:

The role provides technical support to a proprietary application platform in a global environment and provides expertise to the business and service team. A quick learner, skilled in customer support, knowledgeable with various application platforms, especially proprietary applications, experienced working with a development and product team, providing support to end-users in a work from anywhere model covering a global workforce.

What You'll Do:

• Provide troubleshootingand resolve issues
• Triage user requests regarding employee application functions and issues
• Investigate and resolve basic to complex application issues
• Solving problems by identifying bugs and root cause analysis
• Work with internal development and operations team to escalate issues
• Identify security issues and bugs
• Provide excellent customer support to the business and client service team and clients as necessary; provide demo to clients, employees, etc.
• Provide remote support via phone, email, etc.
• Identify and present best-case solutions where time is of the essence
• Respond to customer inquiries via phone, email, chat, or other communication channels.
• Guide customers through step-by-step solutions.
• Document customer interactions and solutions in the ticketing system.
• Escalate complex issues to higher-level support or specialized teams.
• Maintain a high level of customer satisfaction through courteous and efficient communication.
• Participate in regular training sessions to stay updated on product knowledge and support skills.
• Collaborate with the development team to report and resolve bugs.

What You Have:

• Knowledgeable in web application SaaS platforms and architecture
• Experience with features such as voice conferencing, emailing, etc.
• Knowledge in web stack operations, VOIP, SMTP, etc. a plus
• Product knowledge, programming logic
• Functioning knowledge of database operations such as SQL, etc.
• Experience with financial aspects such as payment methodologies, etc.
• Experience with platforms such as LinkedIn, etc.
• Setting standards and procedures

Other Requirements:

• College degree with 4+ years of work experience showing progressive growth in the field
• Hands-on experience with application support in an enterprise environment
• Global experience is a plus
• Collaborative work skills and communication skills
• Tech writing and documentation
• Ability to rapidly analyse issues, anticipate consequences, make decisions, and initiate action
• Ability to work independently and/or as part of a team

What We Offer:

• Gain a unique opportunity to master essential skills, including desk research, business negotiation, interpersonal intelligence, multi-tasking, time management, and project management
• Develop strong business acumen through extensive exposure to new industries and trending topics as well as interaction with experts among various industry sectors
• Fast and transparent career advancement and opportunity to gain leadership experience
• We are a family: you will receive strong team support, comprehensive training program and dedicated mentorship scheme to ensure your career progression
• Comprehensive medical coverage, central office location, competitive compensation, fun and youthful work environment

About Guidepoint:

Guidepoint is a leading research enablement platform designed to advance understanding and empower our clients’ decision-making process. Powered by innovative technology, real-time data, and hard-to-source expertise, we help our clients to turn answers into action.

Backed by a network of nearly 1.5 million experts, and Guidepoint’s 1,300 employees worldwide we inform leading organizations’ research by delivering on-demand intelligence and research on request. With Guidepoint, companies and investors can better navigate the abundance of information available today, making it both more useful and more powerful.

At Guidepoint, our success relies on the diversity of our employees, advisors, and client base, which allows us to create connections that offer a wealth of perspectives. We are committed to upholding policies that contribute to an equitable and welcoming environment for our community, regardless of background, identity, or experience.

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