Position Description:
An application support engineer (ASE) is a software professional who is responsible for troubleshooting the software applications our clients use and ensuring that help desk tickets are resolved in a timely fashion.
As part of the application help desk and production support services we offer our client, the individual is expected to work as a techno-functional resource, thereby proactively identifying if there are any application issues faced by our clients and resolving them in a timely manner. If required, escalate the issue to the higher-levelsupport and get the resolution required by the end users of the different software.
The ideal Application Support candidate would have good knowledge along with prior working experience related to Software support, technical trouble shooting for SQL and server services, database environments.
A good knowledge of Accounting and Real Estate and Investment Management would be an asset.
Responsibilities:
• Act as the initial point of contact for all software and system related concerns from clients.
• Attend online meetings with clients to analyze, troubleshoot and diagnose software related problems and issues.
• Provide support on implementation projects, report writing, Data migration, Data conversion projects.
• Resolve technical issues related to software.
• Identify and escalate to vendor of software defects related to support tasks.
• Troubleshoot SQL and Server performance issues, analyze views and stored procedures.
• Perform root-cause analysis on recurring system issues.
• Escalate issues to software vendors when required
• Manage multiple cases/tickets at one time and support the roll-out of new applications.
• Become solution expert in all of the real estate specific software Assetsoft supports, providing remote and onsite product consulting and training as part of implementation (software supported include, but not limited to Yardi, MRI, Procore, Concur, Microsoft Dynamics, Costar).
• Record, track and document the problem-solving process and follow-up with clients in delivering solutions.
• Document and maintain all details pertinent for all system updates and end user identification information.
• Provide support in the form of procedural documentation.
• Assist the Management in creating training materials pertaining to software troubleshooting and usage.
Requirements
Education:
UG / PG – Computer Engineering / Degree in Computers Science or any related Specialization.
Requirements:
• Experience in supporting 3rd party vendor applications and interfaces.
• Prior involvement with providing Yardi/ MRI support, along with multiple Yardi/ MRI modules and training to other users.
• Prior experience in tech support, desktop support, or a similar role.
• Demonstrated ability to drive customer projects on timely completion.
• Excellent interpersonal skills along with good verbal and written communication skills and the ability to interact professionally with a diverse group: executives, managers, subject matter experts, and software developers.
• Be a self-motivated team player ready to embrace a fast paced, high growth environment.
• Familiarity with Microsoft SQL would be an asset.
• Experience with remote desktop applications and help desk software.
• Attention to detail and good problem-solving skills.
• Short notice period candidates preferred (1 month or less).
• Laptop and high-speed internet is mandatory.
JOB TYPE: FULL TIME
LOCATION: SRI LANKA (Remote)
Closing Date: 2024/03/01