This position is available in the following countries: 

Central America: El Salvador and Guatemala

Southeast Asia: Philippines

South Asia: India

Eastern Europe: Romania and Bulgaria

Position overview

As an Application Support Specialist- Intermediate you provide technical support and expertise to end-users regarding software applications and systems data.  You troubleshoot issues, identify root causes, and implement solutions to ensure the applications are running smoothly as designed.  You maintain and upgrade software as well as ensure optimal performance and user satisfaction.

Key responsibilities:

• Provide specialized support for Verint Quality Management (QM), Workforce Optimization (WFO), and Analytics, ensuring seamless integration and optimal performance

• Diagnose and resolve application issues, including system data, ensuring minimal disruption to the business

• Manage and perform routine application updates, patches, and upgrades to ensure application performance and security

• Assist in conducting training sessions to enable end-users to utilize applications more effectively

• Contribute to the creation and maintenance of documentation

• Participate in testing application updates and new releases, ensuring updates integrate seamlessly with existing data, upstream and downstream systems and processes; report and address identified issues, bugs or defects

• Collaborate with technical teams and vendors to resolve both routine and complex issues, escalating cases when necessary

• Initiate client updates and follow-ups, demonstrating a proactive approach to issue resolution

Core Competencies:

• Managing self development

• Embracing technology

• Focusing on customers

• Giving support

Functional competencies:

• Strong knowledge of operating systems, databases and programming languages

• Proficient software and application issues troubleshooting 

• Expertise in ticket management and prioritization

• Understanding of application steam or business flow

• Familiarity with ITIL (Information Technology Infrastructure Library) principles

• Ability to solve problems, analyzing possible solutions using precedents, technical experience and judgement

Qualifications:

• 2-5 years of experience in an application support or related role - Mandatory

• Desirable Software implementation projects, particularly in contact center or customer experience platforms 

• Bachelor’s degree in relevant field

• B2 oral and written English

If you have questions or comments about this open position write to:
ties_stepup_recruitment@telusinternational.com

Equal Opportunity Employer

At TELUS International, we are proud to be an equal opportunity employer and are committed to creating a diverse and inclusive workplace. All aspects of employment, including the decision to hire and promote, are based on applicants’ qualifications, merits, competence and performance without regard to any characteristic related to diversity.