Application Support Specialist

Adflex; Brentwood; On-site; GBP 30,000 - 50,000; Full time

Job summary

An established industry player is seeking an Application Support Specialist to provide expert technical support for innovative SaaS applications. In this dynamic role, you will be the first point of contact for customers, handling inquiries and troubleshooting issues related to API integrations. Your expertise will ensure that service level agreements are met and customer satisfaction is achieved. Join a forward-thinking company that values innovation and offers a competitive salary and benefits package, while contributing to the growth of digital payment solutions in the B2B fintech landscape.

Qualifications

• Minimum 1 year of experience in a technical support role.
• Familiarity with REST, JSON/XML, and log monitoring tools.

Responsibilities

• Provide expert technical support for SaaS platforms and API-driven services.
• Log and track support tickets, ensuring timely resolution.

Skills

Technical Support

API Integration

Customer Service

Troubleshooting

Card Processing

Cloud Platforms

Database Knowledge

API Security Best Practices

Education

Technical Support Experience

Certification in API Management or Cloud Computing

Tools

Postman

Splunk

JIRA

Job description

Application Support Specialist

About the Company - Adflex has been at the forefront of the B2B fintech revolution and is known for its commitment to innovation and helping companies unlock the potential of digital payments. Our technology and expertise connect buyers and suppliers through solutions that streamline even the most complex B2B payment flows, including Level 3 purchasing data and intricate procurement processes.

About the Role - The Application Support Specialist is responsible for providing expert technical support for the company's software applications, with a particular focus on SaaS platforms and API-driven services. This role involves being the primary point of contact for customer support, particularly for inbound calls, delivering proactive first-line and second-line support, troubleshooting issues, and ensuring all service level agreements (SLAs) and customer service requirements are consistently met.

Responsibilities:

Call Taking & Customer Interaction:

1. Serve as the first point of contact for customer calls, ensuring all inbound calls are answered promptly, logged accurately, and handled efficiently.
2. Manage customer inquiries, providing assistance and information regarding API integrations and troubleshooting issues.
3. Ensure that customer identity is verified before discussing sensitive account details and that all necessary forensic information is gathered during the call, including timestamps, account codes, and issue details.

Technical support & Troubleshooting:

1. Provide technical support for API integrations, troubleshooting issues using tools such as Postman, Splunk, and other diagnostic utilities (PFG).
2. Ensure correct forensic information is gathered during support interactions, including API request/response bodies, HTTP response codes, Adflex error codes, and timestamps.

Ticket Management & SLA Compliance:

1. Log and track support tickets generated from calls or emails, ensuring timely actions and resolution within Service Level Agreements (SLAs).
2. Ensure all calls and support interactions are logged with accurate and complete details.

Customer Assistance & API Integration Support:

1. Assist customers in understanding API documentation and effectively implementing integrations to ensure smooth integration experiences.

Customer Experience Management:

1. Ensure that customers are informed and updated regularly on the progress of their incidents and support cases.
2. Provide a high level of service by managing customer expectations and ensuring that all issues are resolved promptly and professionally.
3. Perform initial fault diagnosis and resolution, ensuring effective troubleshooting and customer satisfaction.

Qualifications:

1. Experience: Minimum 1 year in a technical support role within a SaaS or application support environment.
2. Technical Skills: Familiarity with REST, JSON/XML, and experience with log monitoring tools like Splunk.
3. Certifications: Certification in API management, cloud computing, CompTIA A+, Security+ or similar is a plus.

Required Skills:

1. Card Processing: Basic understanding of card processing and e-commerce payment systems is desirable.
2. Cloud Platforms: Experience with AWS, Azure, or Google Cloud is beneficial.
3. Databases: Knowledge of SQL or NoSQL databases is a plus.
4. Security: Knowledge of API security best practices (OAuth, SSL/TLS).
5. Methodologies: Familiarity with JIRA for ticket creation and tracking support issues.

Pay range: Competitive salary and benefits

Equal Opportunity Statement - At Adflex, we're committed to building a diverse and inclusive team where everyone belongs.

Seniority level

Not Applicable

Employment type

Full-time

Job function

Other