L2 Application Support Specialist (Zoho Desk) - Remote

Overview

We are seeking a highly motivated and skilled L2 Application Support Specialist with expertise in Zoho Desk to provide support for our internal and external users, ensuring seamless service delivery and effective resolution of technical issues.

In Short

• Provide Level 2 support for application-related issues using Zoho Desk.
• Act as the main contact for escalated tickets from L1 support.
• Identify, analyze, and resolve application bugs and user queries.
• Collaborate with cross-functional teams for application integration.
• Monitor and track ticket status, ensuring customer satisfaction.
• Document solutions and create knowledge base articles.
• Participate in system upgrades and ensure minimal disruption.
• Maintain SLA adherence for ticket resolution.
• Ensure proper documentation of technical issues and solutions.
• Work in a fast-paced environment, managing multiple tasks.

Requirements

• 2-3 years of experience in application support, preferably with Zoho Desk.
• Strong troubleshooting skills and efficient issue resolution.
• Familiarity with ITIL processes and incident management.
• Excellent communication skills, both written and verbal.
• Experience in a customer service-driven environment.
• Basic knowledge of application monitoring and performance tracking.

Benefits

• Opportunity to work with a leading Business Process Management company.
• Collaborate with cross-functional teams.
• Exposure to system upgrades and new technologies.
• Supportive work environment focused on professional growth.