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Sedna · 17 hours ago

Application Support Specialist [L1]

United States

Full-time

Hybrid

Entry Level

2+ years exp

Sedna is at the forefront of revolutionising global trade, serving as the North Star for businesses navigating the complexities of international commerce. The Application Support Specialist will help deliver world-class support to customers by troubleshooting issues, managing customer requests, and collaborating with product development teams.

Communications InfrastructureDocument ManagementEmailMarine TechnologySaaSSoftware

Responsibilities

Issue management - handling incoming customer requests by triaging and ensuring timely resolution. You will need to identify, analyse, and document trends in customer issues, including the systematic identification and reproduction of bugs for the product development teams which will involve a rotating weekend on-call. Skilled in identifying and resolving common API errors, including interpreting logs and working with technical teams to diagnose integration, UI, bug related issues etc

Customer interaction and brand representation - creating positive customer experiences, you will be a dedicated brand ambassador, by promptly and effectively resolving a variety of enquiries through considerate and personalised responses

Collaboration and communication - contributing to product development by testing new features and bug fixes, while proactively surfacing valuable customer feedback for ongoing improvements. Facilitate seamless support issue handoffs across different regions and time zones

Knowledge management and documentation - enhancing customer support through the creation of comprehensive knowledge articles. Leverage insights from customer interactions and feedback to continually improve and expand the knowledge base

Continuous learning and skill enhancement - staying informed of product features and changes to provide accurate and up-to-date support so you can best assist our customers