job description
Join We Connect HR Solutions OPC as an Application Support Analyst in the vibrant heart of Bali! This role is perfect for tech-savvy professionals who thrive on solving complex software issues, enhancing user experiences, and ensuring seamless system operations. As part of our dynamic team, you’ll serve as the first line of defense for application-related inquiries, providing expert troubleshooting, process documentation, and front-end support to our valued clients.
Based in Canggu, you’ll collaborate with cross-functional teams to maintain high system availability, optimize performance, and deliver exceptional service. Whether you’re debugging software, guiding users through technical challenges, or improving support workflows, your work will directly impact customer satisfaction and operational efficiency.
If you’re passionate about technology, detail-oriented, and eager to grow in a fast-paced environment, this is your opportunity to make a difference in a role that blends technical expertise with customer-centric problem-solving.
Responsibility
- Monitor, diagnose, and resolve software application issues to ensure minimal downtime and optimal performance.
- Provide timely and professional front-end support to end-users, addressing technical queries via phone, email, or chat.
- Document troubleshooting steps, solutions, and recurring issues to build a comprehensive knowledge base for the team.
- Collaborate with development and IT teams to escalate complex problems and contribute to root cause analysis.
- Conduct regular system health checks and proactively identify potential risks or areas for improvement.
- Assist in the deployment, configuration, and testing of software updates or patches.
- Train end-users on application functionalities and best practices to enhance their productivity.
- Maintain accurate records of support tickets, resolutions, and follow-up actions in the ticketing system.
Qualifications
- Bachelor’s degree in Computer Science, Information Technology, or a related field (or equivalent work experience).
- Proven experience (1-3 years) in application support, IT helpdesk, or a similar technical support role.
- Strong knowledge of software troubleshooting, debugging tools, and basic scripting (e.g., SQL, Python).
- Familiarity with ticketing systems (e.g., Jira, Zendesk) and ITIL processes is a plus.
- Excellent communication and interpersonal skills to interact with non-technical users and stakeholders.
- Analytical mindset with the ability to prioritize tasks and work under pressure in a dynamic environment.
- Experience with database management, API integrations, or cloud platforms (AWS, Azure) is advantageous.
- Willingness to work in Canggu, Bali, with flexibility for occasional on-call or after-hours support.