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Outforce Himalayas · Posted 11d ago

Application Support Specialist (EMEA)

USD Full time Remote

Technology Application Support Specialist Application Support Engineer Application Support Analyst
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Indexed description

Category: Technology

Location:

Key Responsibilities:

  • Provide day-to-day support for customers using WCM and HHQ products
  • Deliver a high-quality customer experience through professional and responsive
communication with quick resolution
  • Troubleshoot product issues across multiple workflows and product lines
  • Respond to customer inquiries clearly, professionally, and empathetically in written
English
  • Investigate, reproduce, and document software bugs
  • Submit detailed bug tickets and product enhancement requests to internal teams
  • Identify when issues require escalation to onshore support, product, or engineering
teams
  • Maintain accurate records of customer interactions and issue resolution
  • Collaborate with cross-functional teams to ensure timely customer outcomes
  • Support operational reporting and data tasks using Excel
  • Contribute to knowledge base documentation and process improvement initiatives

Requirements

Required Skills & Experience
Essential
  • Strong written English communication skills
  • Excellent customer-facing and customer service skills
  • Ability to communicate professionally, empathetically, and confidently with customers
  • Moderate Excel skills, including:
o Filtering and sorting data
o Basic formulas
o Working with spreadsheets and reports
  • Ability to learn and support multiple software products simultaneously
  • Strong troubleshooting and problem-solving abilities
  • Excellent attention to detail and organizational skills
  • Ability to follow escalation processes and work independently
  • Experience working in a customer support or technical support environment
Nice to Have
  • Experience using Salesforce
  • Experience using Intercom
  • Familiarity with SaaS products or software support environments
  • Experience creating bug reports or product enhancement tickets

Details

Originally posted on Himalayas

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