Senior Application Support Specialist (PL/SQL with Webserver experience)
Wolters Kluwer
Key Responsibilities
Good experience in Customer production support for L1 / L2 levelWill be the Primary point of contact for the customerShould understand product or service, sufficient to handle straightforward and very basic/simple problemsDetermine customer issues by looking at symptoms and requesting additional information so that the issue can be reproducedSeek solutions or explanations about existing documentation (containing workarounds) and refer customers to these materialsHand over to 3rd Line Support if an issue requires further investigationFollow standard operating procedures for escalation of unresolved issues to appropriate teamsEnsure proper recording and closure of all issuesPrepare accurate and timely reports wherever applicableDocument knowledge in the form of knowledge base tech notes and articles
Key Requirements
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