Application Support Consultant

• Respond to incoming support requests via QUS and ensure accurate logging of incidents.
• Categorize incidents based on priority and impact, ensuring proper tracking and updates.
• Monitor tickets and maintain timely communication with users throughout the resolution process.
• Provide initial diagnosis and resolve common product issues or escalate more complex cases to L3 support.

• Perform advanced troubleshooting for software applications, hosting environments, and configurations.
• Collaborate with internal teams to address unresolved or recurring issues, escalating cases as needed.
• Develop and utilize bespoke tools, scripts, and diagnostic utilities to enhance efficiency.
• Suggest and document workarounds or interim fixes for application defects.

• Utilize and expand the knowledge base by documenting new issues, solutions, FAQs, and best practices.
• Educate users on basic application functionalities, system processes, and self-service resources.
• Assist in maintaining and refining SOPs for escalation, troubleshooting, and resolution workflows.

• Provide end-to-end support for Quantios applications, including conducting assessments.
• Set up, upgrade, and document processes for application deployment.
• Monitor applications proactively to identify and address potential issues before escalation.
• Deliver on-site and off-site support as required.

• Share insights from client interactions and industry trends with development teams to improve product offerings.
• Provide feedback on recurring issues to improve processes and system performance.
• Collaborate with the Academy team to maintain a knowledge base and assist with training L1 teams and end users.

• Research and adopt new technologies, methodologies, and standards to enhance support services.
• Analyze helpdesk metrics, prepare reports, and identify areas for improvement in service delivery.
• Test and validate fixes, updates, and new features before deployment to ensure quality.

• Degree in Financial Technology, Computer Science, Information Technology, or a related field (or equivalent experience).
• Knowledge of business application software (e.g., ERP, CRM systems).
• Familiarity with core fintech products and industry standards (preferred).
• Basic understanding of ITIL concepts, including incident logging and escalation procedures (preferred but not mandatory).
• Proficiency in programming languages such as AL Programming , VB.NET, C#, SQL, Visual Studio, ASP.NET, AngularJS, Angular TypeScript, HTML5.
• Data analysis and visualization skills (e.g., Tableau, Power BI)

• Ability to use ticketing systems, diagnostic utilities, and basic troubleshooting tools.
• Knowledgeable about AI processes and usage

• Experience in managing projects from inception to completion.

• Capability to follow structured troubleshooting processes and escalate complex problems to appropriate teams.
• Awareness of financial regulations (e.g., DSS, KYC) and how they apply to fintech products.
• Ability to handle multiple tickets or tasks simultaneously while adhering to SLA timelines.
• Strong prioritization skills to manage workload efficiently.
• Strong verbal and written communication skills for interacting with users, clients, and internal teams.
• Willingness to work collaboratively with team members and escalate issues when necessary.
• Familiarity with industry trends, fintech products, and emerging technologies.
• Proactive in learning and adopting new technologies, methodologies, and standards to enhance service delivery.
• This role might require working on shift rotation basis. Subject to business needs.

Quantios