Wunderman Thompson is looking for Application Support Specialist, 2023 in Dhaka
JOB RESPONSIBILITIES:
- Provide first-level support to end users on a variety of issues through different channels
- Investigate, identify, and resolve problems that are within the scope and collaborate with development teams to resolve issues that need their involvement
- Analyze severity of issue, prioritize, and pursue relevant personnel within the organization to ensure quick resolution and assure customer satisfaction
- Grab a thorough understanding of the product modules and underlying business values
- Create detailed bug reports from customer tickets
- Investigate issues to report specific reproducing steps to help development teams in dealing with the solution of the problem
- Follow up with product management team and clients regarding status of specific issues
- Clarify end users on functionalities and suggest alternate ways to get the work done if something is not responding as expected
- Participate in feature release demo for the global audience
- Formulate periodic issue reports and share with relevant stakeholders to influence decisions on problem resolution
- Co-ordinate with the cross-border support team to manage issue handling
- Continuously focus on improving client satisfaction by improving the support process
- Help the QA team with the execution of tests according to test cases.
Wunderman Thompson is a part creative agency, part consultancy and part technology company, we inspire growth by applying inspiration everywhere across the consumer journey. Our inspiration is borne of bringing creativity, data and technology together.
Location:
BangladeshBenefits
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Eligibilities
JOB REQUIREMENTS:
- Minimum 2+ years of experience in application/product/customer support
- Familiarity with Zendesk or other such ticketing systems would be great
- Fluency in written and spoken English and must have efficient communication skills
- Should be caring & passionate about helping our end users
- Candidate should be a structured person with strong analytical skills
- The individual must be a prompt, active, effective communicator, and take ownership of the tickets/issues.
- Apart from the regular shift in Dhaka morning time, the candidate must be able to work at night shift (9.30 PM – 5.30 AM) and late-night shift (12 AM – 8 AM). Every 2 weeks roaster will change. (Please note that we provide transportation from 10 PM – 7 AM)
For Further Queries
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