The Senior Application Support is responsibility is to provide in-depth 2nd line support to external customers and the ability to create a good friendly working relationships with customers which could potentially involve site visits and will involve telephone call reviews.
Job Responsibilities:
- Act as 24x7 2nd line support on the customer site.
- Monitor Application and Services dashboards for any irregularity, high traffic, and queuing failure
- Observe customer’s traffic flow for any unexpected losses
- Oversee System health status
- React to High Severity issues technical situation that requires immediate attention and working with development group to resolve advanced issues when necessary
- Understand and study products, services, and customer service processes.
- Attentively respond to customer new inquiries by understanding their business need then translate it into a technical specification.
- Open to flexible working conditions including after-hours scheduled application maintenance and support.
- Enhance service quality by recommending improved processes, identifying new product and service applications
- Act as a customer liaison and voice in the company
Requirements
- Previous experience in Technical and Customer Support.
- Minimum of 2 years experience as a Senior application support.
- Minimum 1 year SMS aggregator services experience
- 1 year experience with Linux
- Experience in incident management
- Excellent communication skills.
- High ability to work independently or within a team.
- Problem analysis skills, troubleshooting and ability to handle conflicts in a smooth manner.
- Excellent attention to detail.
- Bachelor’s Degree in Computer Science, Information Systems, or Communication Engineering.
Benefits
- Attractive pay package
- Mobile allowance
- Transportation allowance
- Personal loans
- Flexible hours
- Medical insurance
- Social activities
- Training amp; development
- Profit Share
About Cequens
CEQUENS is a leading cloud communication platform in the Middle East and Africa region that provides Omni-Channel communication API’s enabling enterprises and developers to communicate with their customer base worldwide. CEQUENS’ proprietary Communication Platform leverages SMS, Voice, Push Notification, email, and Chat Apps APIs that is scalable, secure, reliable, and trusted by more than 500 enterprises worldwide, including HSBC, SAP, Google, Careem, Telegram, Anghami, SWVL, AlRajhi Bank, and Alibaba.com.