We are seeking a proactive and customer-focused Application Support Specialist to provide frontline technical and application support for contact center agents. This role will serve as the primary point of contact for system-related issues, ensuring agents have the tools and guidance needed to perform effectively. The ideal candidate will possess strong troubleshooting skills, excellent communication abilities, and a passion for improving user experience and operational efficiency.
Key Responsibilities
Serve as the first point of contact for agent issues related to:
Genesys setup, headset/telephony provisioning, and local IT support
Salesforce navigation and Careforce/Telesales applications
General platform or process-related functionality questions
Troubleshoot, resolve, or escalate issues efficiently while working directly with agents
Act as a liaison between frontline agents and the Salesforce team, escalating issues only when necessary
Track and analyze issue trends to identify broader process or system improvement opportunities
Create, maintain, and enhance job aids,
knowledge base articles, and support documentation
Deliver ad hoc and scheduled training sessions, both live and recorded
Assist in documenting processes and recommending workflow improvements
Support User Acceptance Testing (UAT) and help translate agent feedback into business requirements
Preferred Qualifications
Solid communication skills with the ability to explain technical concepts in simple, user-friendly language
Excellent organizational, analytical, and problem-solving skills
Ability to work independently and effectively manage priorities
Willingness to learn and become proficient in Salesforce
Experience running basic reports and guiding users through workflows
Experience in Salesforce, programming, or other technical disciplines is highly preferred
Salesforce experience is a plus but not mandatory, as training can be provided to the right candidate
Schedule & Location
Location: Onsite – VXI India (Hyderabad)
Schedule: Rotating schedule with two days off per week