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Tech - Application Support Specialist

Exiger, London, UK

RISK. REWARD.


Location: London, United Kingdom

Exiger Tech is an experienced team of software professionals with a wide range of specialties and interests. We make use of big data and natural language processing technologies as well as dealing with day-to-day application development and scaling issues. We utilize agile methodologies, iterate quickly to find solutions, and work together to ensure that the system evolves in a maintainable and performant fashion.
 
This is a full-time opportunity located in London, UK.

The Application Support Specialist provides world-class service to our software-as-a-service clients, as well as to our in-house staff. The position ensures clients and employees have ongoing technical support, and help with troubleshooting and analyzing issues. They will also provide technical support during the pre-sales period and assist the sales team by answering technical questions on our products.

This position requires an outgoing, confident individual with excellent verbal and written communication skills; and advanced computer skills. They need to be able to handle all types of support requests including emails, calls and in-person inquiries, providing the best application support to anyone who may require it.

Key Responsibilities

  • Develop an extensive working knowledge of the product suite.
  • Provide end-user application support via phone, email and in-person.
  • Coordinate and validate new implementations and upgrades.
  • Coordinate and prioritize support requests.
  • Facilitate problem-solving between end-user and development staff.
  • Participate with development staff in testing new releases of the product.
  • Develop working relationships with sales staff to utilize product knowledge and leverage customer relationships for sales support.
  • Analyze and troubleshoot problems effectively while minimizing response time.
  • Ensure customer satisfaction through end to end support solutions.
  • Identify escalation situations and follow appropriate escalation procedures.
  • Keep end-users up to date throughout the resolution process.
  • Take ownership of support issues until final resolution.
  • Set up and manage business laptops and software.
  • Assist with the Technical Operations team with server support.
  • Occasionally participate in rotational shift coverage, with advanced notice.

Professional Experience Required

  • At least four years of application support experience in a technical support environment (startup and/or small team experience a big plus).
  • At least two years experience with Unix/Linux Operating Systems and scripting languages – Bash and Perl.
  • Excellent communication skills, both verbal and written.
  • Able to work in a team environment but at the same time, be self-motivated.
  • Able to multitask while balancing competing priorities.
  • Able to complete product demonstrations and end-user training sessions in a client facing environment.
  • Ability to thrive in a fast paced, growing and challenging environment.
  • Previous experience with service desk software (Zendesk, ServiceNow, Jitbit, Desk.com, etc).
  • Previous experience with JIRA application.
About Exiger

At Exiger we work everyday to make the world a safer place to do business in. Our experts and technology help clients prevent breaches, respond to risk, remediate issues and monitor activities. We are searching for people who think creatively to solve complex problems related to governance, risk and compliance thus delivering first class solutions for our corporate and government partners.
 
Exiger’s core values are courage, excellence, expertise, innovation, integrity, teamwork and trust.

We at Exiger are committed to equal opportunities and diversity. To remain an equal opportunity employer, we intend that no qualified job applicant or employee shall receive less favourable treatment because of their gender, marital or civil partnership status, sexual orientation, colour, race, ethnic origin, religion or political belief, disability or age. There will be equal opportunities in the recruitment, training and development and promotion of employees.

About Exiger

Never before has the balance between business opportunity and regulatory risk been so tenuous. Exiger addresses this challenge head-on by developing sustainable compliance programs that meet today’s strict regulatory requirements while acknowledging that businesses cannot afford to play it safe. In a world where the fastest path to driving shareholder value is to expand into developing – often high-risk – economies, Exiger helps financial institutions, multinational corporations, and governmental agencies pursue their strategic goals with the confidence that regulatory change will not alter their course.Exiger was formed by a group of leading authorities on financial crimes compliance to solve some of the most complex problems confronting business today. The firm arms financial institutions and multinational corporations with the practical expertise and tools they need to prevent breaches in compliance, respond to risk intelligence, remediate gaps and monitor ongoing business activities.Initially launched to lead the court-appointed Monitorship of HSBC – the most comprehensive Monitoring assignment ever awarded by the Department of Justice – Exiger is entrusted with evaluating the effectiveness of internal compliance controls used by the $2.7 trillion banking institution across approximately 6,000 offices operating in nearly 70 countries around the world.In addition to its Monitorship work, Exiger guides a wide range of clients around the world through the process of managing the worst-case scenario compliance challenges and implementing the programs they need to prevent them in the future.

Exiger

Want to learn more about Exiger? Visit Exiger's website.