Application Support Specialist Fama Technologies

Job Overview:

We are seeking a skilled and customer-focused Application Support Specialist to join our team.

In this role, you will be responsible for providing technical support, troubleshooting application-

related issues, and ensuring the seamless operation of business-critical software applications.

You will act as a key liaison between end-users, IT, and development teams, assisting with

system configurations, upgrades, troubleshooting, and ongoing support to ensure optimal user

experience and application performance.

Key Responsibilities:

Technical Support, Troubleshooting & Monitoring:

1. Act as the primary point of contact for users encountering issues with business

applications.

2. Provide first-line technical support, including resolving system errors, configuration

issues, and user-reported problems.

3. Troubleshoot application performance issues, identify root causes, and work with other

IT teams or vendors to implement fixes.

4. Maintain a high level of customer service, ensuring quick and efficient issue resolution

while prioritizing user needs.

5. Work with the IT infrastructure team to ensure application integrations with databases,

networks, and other systems are properly configured and functioning.

Collaboration, User Training & Support:

1. Collaborate with business stakeholders, developers, and IT teams to understand

application requirements and user needs.

2. Assist in implementing new application features or updates, ensuring they align with user

expectations and business objectives.

3. Conduct training sessions for users on new applications, updates, or key features to

ensure optimal usage and productivity.

4. Develop training materials and user documentation to address common technical issues

and improve user understanding.

5. Assist in onboarding new users and setting up their access to applications, ensuring they

are familiar with necessary features and workflows.

Skills & Qualifications:

• Experience:

o Proven experience in application support, technical support, or a similar role.

o Experience with supporting POS and other software & business-critical

applications.

o Familiarity with ticketing systems to log and track support requests.

• Technical Skills:

o Strong understanding of application configurations, database interactions, and

software integrations.

o Proficiency in troubleshooting software and hardware issues, including web

applications, mobile applications etc.

o Familiarity with cloud-based applications and platforms and their integrations.

• Communication Skills:

o Excellent verbal and written communication skills, with the ability to explain

technical issues to non-technical users.

o Customer-centric mindset with the ability to manage user expectations and

resolve problems efficiently.

o Ability to create clear, concise documentation for end-users and support teams.

• Problem-Solving:

o Strong analytical and troubleshooting skills to quickly identify issues and provide

effective solutions.

o Ability to work under pressure, manage multiple support requests, and ensure

timely issue resolution.

o Attention to detail, with the ability to investigate complex application issues and

provide thorough analysis.

• Qualifications:

o Bachelor’s degree in Information Technology, Computer Science, or a related

field (preferred).

o Any Software certifications will be considered a strong advantage.