The Application Help Desk role focuses on providing technical support for our software applications, ensuring that our customers can use our products efficiently. This position involves troubleshooting application issues, guiding users through processes and working with development teams to resolve bugs and software enhancements.
Responsibilities include handling incoming support tickets and providing timely solutions. The resource will play a role in improving user satisfaction and ensuring that our software solutions meet the needs of our customers.
ESSENTIAL DUTIES:
- Respond to and resolve application-related support requests in a timely and professional manner.
- Assist users with navigating and troubleshooting software applications.
- Collaborate with development teams to escalate unresolved issues and provide feedback for software improvements.
- Conduct training sessions for users on software applications as needed.
- Monitor the performance of applications and report any anomalies.
- Contribute to enhancing user experience through continuous feedback and improvement initiatives.
REQUIRED EXPERIENCE / QUALIFICATIONS:
- Technical degree (IT technician or similar)
- Previous experience in a help desk or technical support role
- Knowledge of Office/Excel package and database systems
- Familiarity with MS Office Suite and other commonly used software applications.
- Experience with ticketing systems and monitoring tools.
- Knowledge of HTML, JavaScript, SQL and database management is a plus
SKILLS:
- Excellent verbal and written communication skills.
- Ability to convey technical information to non-technical users.
- Strong customer service orientation.
- Ability to work independently and as part of a team.
- Strong organizational skills and attention to detail.
- Proactive approach in iden tifying problems and suggesting solutions.
- Familiarity with data management and reporting tools is a bonus.
The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and requirements.
Top Skills
What We Do
epay, a segment of Euronet, Inc. (NASDAQ:EEFT), is a leading global provider of payment processing and prepaid solutions that processed more than 3.8 billion transactions in 2023. The company has built an extensive network of retailer touchpoints with more than 800,000 point-of-sale terminals in 63 countries that connects brands with consumers all over the world. The company offers a diverse ecosystem of services, products and solutions supporting the distribution of Payment and Branded Payments for more than 1,000 brand partners via Commerce, eCommerce and mCommerce solutions
