Application Support Specialist – English and Russian language

Job description:

• The Application Support And Hosting Specialist will provide application support to company consultants and external clients. As such s/he will be responsible for technical and functional troubleshooting and debugging.
• Furthermore, the Specialist will assist with configuring and testing applications.
• The service has a global scope and is provided on a 24*7 basis out of the three locations in India, Costa Rica and the Czech Republic. Due to the global scope of the operations, all communication is in English, both for the application interfaces as well as for customer and team interactions. The candidate is also expected support the Russian clients in the Russian language.
• The Specialist delivers high quality IT support by providing the best possible service and experience for the customer. In applying this, the Specialist often works against tight deadlines and goes the extra-mile as needed.
• In addition Specialist demonstrate a high level of commitment and ownership in their work. S/he follows company’s quality standards, applies the necessary attention to detail throughout the troubleshooting process, communicates effectively with all parties involved and manages time efficiently in a fast-paced environment.
• The Specialist works in a small team in which s/he applies a collaborative style and the willingness to help by sharing knowledge and best practices among the team and by shouldering additional responsibilities at times of high workload/demand.
• Team members are open to give and receive feedback and willing to learn. They share a common understanding of a “client-first” oriented work environment, which describes the unique business culture at company.
• Being a 24×7 team, the Specialist is expected to work in shifts and on holidays.

Key responsibilities

• Troubleshoot and resolve technical and functional issues for company users and clients via email and over the phone while adhering to internal processes and company quality standards in English/Russian.
• Investigate problems and identify solutions in an efficient, creative and timely manner by thinking beyond the obvious and looking for innovative solutions/workarounds.
• Escalate second/third level technical issues to the appropriate teams and follow-up on the results
• Support and coach end-users on how to use and interpret the solutions
• Perform and facilitate IT related application communications to the user community
• Contribute to the knowledge of the team by means of documentation and knowledge sharing
• Contribute to the improvement of the service line by identifying strategies to help reduce/resolve occurrence of issues

Requirements:

Prerequisites
 Bachelor Degree in Computer Science, Computer Applications or Engineering (B.E./B.Tech)
 Min. 2 years’ experience in an IT Support function with a multinational and / or IT enabled services organization
 Strong command of English and Russian language.

Technical skills

• Excellent knowledge in MS Access and Excel (including functions, pivot tables, data import)
• Good knowledge in VBA and basic understanding MS SQL Server is a plus

Non-technical competencies

• Flexible to work in shifts
• Excellent interpersonal and communication skills
• Strong problem solving and troubleshooting skills
• Distinct quality mindset and service attitude
• Ability to work under pressure and against tight deadlines
• Strong team spirit with the ability to work both independently and in virtual team settings
• Ability to manage own learning and contribute to functional knowledge building

Our offer:

• Competitive salary
• Place of work in the center of Prague
• Employee benefits