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Application Support

Full time

10.00-19.00 (Flexible)

freshket Office
(Suthi Building)

About Freshket

               Freshket is a high-growth, fast-moving tech startup with a highly motivated group of initiators and problem solvers. We are passionate in building a top-class food supply and online grocery delivering services. As we are unified by a set of high-impact and challenging goals, we often go beyond our roles, experiment new ideas, and take ownership to deliver the best service for customers.

About the Role

  • Responding user inquiries through various channels such as chat and email.

  • Handle and provide 1st level support to serve user issues.

  • Mainly support the application software upon request.

  • Coordinate and collaborate with internal and external teams for the IT issues.

  • Investigate activity logs and other information to find the root cause.

  • Monitor system metrics to proactively take an action to prevent and resolve any issue that might cause any impact.

  • Help resolve software and technical questions for the customer efficiently and effectively.

  • Manage customer expectations regarding estimated response times for issue resolution.

  • Meet SLAs like response and resolution times by partnering within the technology department.

  • Document solutions for knowledge-base and bring new ideas for innovation and automation excellence into the Support team.

  • Work 5 days per week (including weekend).

Qualification

  • 2+ years experience in application support or related fields.

  • Expert proficiency in SQL.

  • Experience in exploration tool and log monitoring like Kibaba or OpenSearch

  • Be able to investigate the basic root cause.

  • Highly responsible, initiative, proactive and fast learner.

  • Good communication, customer-oriented, service mind, problem solving skills.

  • High understanding of startups pace.

  • Intermediate level of English, both written and spoken.

Competency

Definition

Rank

How to apply

4 steps to become a freshketer

01 Apply

You can apply through our website.

02 Review

The team will review your application and contact back.

03 Interview

We conduct phone and online interviews to get to know you better.

04 Offer

We make an offer to the candidate who is the best fit.

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