APAC Technical Support Leader responsible for leading technical support across Asia Pacific region. Driving improvements and managing escalations to enhance customer satisfaction.
About the role
- Application Support Analyst role providing troubleshooting and technical assistance for Regions Bank software systems. Collaborating with teams to ensure high-quality documentation and efficient solutions.
Responsibilities
- Supports software systems, provides troubleshooting, technical assistance, installation, and training to software users.
- Ensures that application support documentation is maintained to the highest quality.
- Obtains information on application design and functionality to propose solutions.
- Responds to client inquiries concerning software operation and troubleshoots system software complications.
- Monitors routine and critical processes to proactively identify problem trends.
- Assists with application implementations and configuration.
- Performs root cause analysis and provides technical solutions.
- Performs application testing in various environments.
- Deploys service releases, patches, requests, and customizations.
- Resolves complex problems or issues.
- Oversees multiple processes, may act as procedural expert or lead to less experienced associates.
Requirements
- Bachelor's degree in a related field and seven (7) years of related experience
- Or Associate's degree in related field and nine (9) years of related experience
- Or High School Diploma and eleven (11) years of experience
- Ability to communicate technical problems and solutions to non-technical users
- Excellent written and verbal communication skills
- Experience with scripting, automation, SQL etc.
- Familiarity with ITIL practices and ticketing systems (e.g., ServiceNow, Jira)
- Strong analytical & problem-solving skills
- Experience with Visio or Lucid is preferred
- Planview Portfolios Administration experience
- Project Management experience
Benefits
- Paid Vacation/Sick Time
- 401K with Company Match
- Medical, Dental and Vision Benefits
- Disability Benefits
- Health Savings Account
- Flexible Spending Account
- Life Insurance
- Parental Leave
- Employee Assistance Program
- Associate Volunteer Program
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