End-User Support Specialist

Há 3 dias


Recife, Brasil Bebeesupport Tempo inteiro

Job SummaryThe App Support LOS Administrator II is a key role within our organization, responsible for providing end-user support for the Encompass LOS and Consumer Direct platforms.This position works closely with Scrum Teams and enhancement-focused Administrators to ensure seamless user experience, efficient ticket triage, and effective break-fix remediation using a Kanban workflow.Main ResponsibilitiesDeliver high-quality Tier 2 Encompass support to end-users across Consumer Direct, ensuring prompt resolution of issues.Triage complex support queues and user-submitted tickets, determining severity and ownership in a timely manner.Expertly troubleshoot user access issues, workflow errors, data-entry problems, and general LOS usage questions, providing clear and concise solutions.Educate users on recommended actions and resolutions, fostering a culture of transparency and professionalism.Swiftly escalate advanced issues to senior App Support LOS Administrators, guaranteeing timely resolution and minimizing downtime.



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