Application Support Specialist

About the role

The Applications Support Specialist will provide technical and functional assistance for ASR’s software platforms and business solutions. The role ensures internal users and external customers receive timely, accurate support to maximise system performance and user satisfaction.

Key responsibilities

• Provide first‑line support for application incidents and service requests, including user onboarding, account management and password issues.
• Diagnose, troubleshoot and resolve technical or functional problems, communicating clearly via email, chat or ticketing systems.
• Monitor application performance, integrations and data flows; identify recurring issues and work with technical teams to implement permanent fixes.
• Assist with application updates, patching and release validation activities.
• Log, track and document all issues in the ticketing system, maintain SLA compliance and ensure tickets are closed with accurate root‑cause information.
• Create and update troubleshooting guides, FAQs and knowledge‑base articles; deliver training sessions for internal teams or end users.
• Act as the primary liaison between business stakeholders and IT/Vendors, gathering requirements, managing expectations and prioritising demands.
• Collaborate with Development, QA, Data Engineering, BI and Infrastructure teams to validate business requirements and improve solutions.

Required profile

• Proven experience delivering first‑line application support and incident resolution.
• Strong ability to diagnose and troubleshoot technical and functional issues.
• Excellent written communication skills for interacting with users via email, chat and ticketing platforms.
• Experience documenting procedures, creating knowledge‑base content and providing user training.
• Ability to work collaboratively with cross‑functional IT teams and business stakeholders.

Required skills