Application Support Specialist

• Response to customers' support request, collect related information about the issue and customers' expectation

• Logging, updating, maintaining support ticket system

• Prioritize the tickets, make plan to analyze the issues based on the priority

• Troubleshooting and doing research to find out the root cause and best solution that solve the issue

• Communicate with customer to make sure the solution meets their expectation

• Provide reports to customer or manager when requested

• Identify potential risks/issues/improvement of the customers' system and work with internal team to have appropriate actions.

• Create/maintain support-related documents and procedures

• Support internal team on Retail Pro related tasks/issues