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Application Support

One of the most important jobs in a call center is that of application support personnel. As computers and related software form the backbone of the call center industry, application support specialists are an indispensable part of the industry. They are the go-to people when there is any trouble in the front-office or back-office software.

The primary responsibility of an application support specialist is issue resolution. Typically, when anybody from the front office, operations, and other such departments faces a software-related problem, he/she contacts an application support specialist. The specialist then logs the service request, investigates the issues, and solves the problem. In cases where he/she cannot resolve the issue, he/she may decide to escalate the problem to other IT teams, or line or project management.

Needless to say that the application support specialist needs a thorough understanding of the software he/she deals with. Along with this, the support specialist would also require substantial knowledge of the complete issue-resolution life cycle and a good understanding of the service industry catered to by the call center. Good communication skills would definitely add to the profile.

As far as career prospects go, the next step for an application support specialist is usually that of an application specialist. However, this depends on the organizational structure of the call center and differs from company to company.

Search related to:

Call Center Support
Help Desk
It Call Center
Technical Support
Technician

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