Enterprise App Support Specialist

ONEEMPOWER PTE LTD; Singapore; On-site; SGD 42,000 - 66,000; Full time

Job summary

OneEmpower is seeking an Application Specialist to support software applications for consumer transactions, including payments, stored-value apps, and CRM platforms. You will be the first contact for incidents, investigate issues, and coordinate escalations to ensure timely resolution within SLAs.

This role provides hands-on exposure to enterprise applications and opportunities to strengthen technical troubleshooting and customer support skills in a fast-paced tech environment.

Qualifications

• Diploma or degree in information technology, computer science, information systems, or a related field.
• 1–3 years of experience in application support, IT operations, service desk, or technical support; fresh graduates welcome.
• Working knowledge of web-based enterprise applications, ticketing systems, application logs and basic SQL.
• Clear communication skills, customer-focused approach and ownership of cases.
• Analytical mindset with attention to detail and accurate documentation.
• Ability to prioritise multiple tickets and remain composed during critical incidents.
• Collaborative attitude and willingness to learn new applications and systems.

Responsibilities

• Log, categorise and prioritise incidents and service requests in the ITSM platform based on severity and business impact.
• Investigate and resolve common user access issues, application errors and transaction queries using established troubleshooting guides.
• Reproduce reported issues and assess whether they relate to user actions, configuration, data or technical faults.
• Review application logs and perform read‑only database queries to support investigations.
• Escalate complex issues to L2/L3 teams with clear findings, logs, screenshots and transaction references.
• Track cases through to resolution within agreed SLAs and confirm the outcome with customers before closure.
• Perform routine health checks on application availability, batch jobs, interfaces and transaction status.
• Identify alerts, exceptions and recurring incidents, and promptly escal…
• Support smoke testing and post‑deployment validation using predefined test cases.
• Provide clear, timely updates to customers and internal stakeholders on issue status and progress.
• Coordinate with L2/L3 support, infrastructure teams and external vendors to resolve issues.
• Participate in operational support meetings as required.
• Maintain accurate ticket records, knowledge articles, FAQs and operational guides.
• Follow incident, escalation and change management procedures and company information security policies.
• Report suspected security incidents promptly and support audit documentation requirements.
• Recommend improvements to support procedures, ticket classification and application monitoring.

Skills

Customer focus

Communication

Analytical mindset

Documentation

Attention to detail

Ticket prioritization

Collaboration

Education

IT degree or diploma

Tools

SQL

ITSM platforms

REST APIs

Job description

OneEmpower is seeking an Application Specialist to support software applications for consumer transactions, including payments, stored-value apps, and CRM platforms. You will be the first contact for incidents, investigate issues, and coordinate escalations to ensure timely resolution within SLAs.

This role provides hands-on exposure to enterprise applications and opportunities to strengthen technical troubleshooting and customer support skills in a fast-paced tech environment.