Responsibilities:

• Providing training and on-going mentoring to aid both personal and technical development
• Develop relationships between Adjuno and customer support teams to encourage engagement and improve the customers perception of support.
• Manage and lead assigned projects that will improve operational efficiency
• Recruitment and successful on-boarding of new Application Support team members
• Gain and maintain knowledge of Adjuno products and services allowing quick turn around and confident diagnosis of issues
• Provide 2nd Line support to Adjuno customers
• Monitor incident logs to ensure timely completion of issues within specified SLA targets
• Diagnosis and resolution of application support incidents and problems in a range of client critical software applications
• Lead the deployment of complex application enhancements to promote first time – on time success
• Actively produce and update support process and documentation to assist with cross team development and training of a growing team.
• Provide configuration assistance to customers and partners building Adjuno-based solutions
• Systems management and monitoring of back-office server processes, ensuring data for reports and dashboards is real-time and up to date
  
  
  

Requirements:

Skills-

• Demonstrable ability to lead and motivate a team through the full employee life-cycle
• Demonstrates a strong approach to technical problem solving using a blend of logic, analysis, past experiences and experimentation
• Communicate ideas and solutions clearly and concisely in both verbal and written dialogue
• Relay complex information simply with the ability to tailor style for technical and non-technical audiences
• Able to deliver well received and informative presentations both internally and externally
• Demonstrable ability to learn new technology and processes efficiently and apply to the working environment 
• Fluency in both verbal and written English and Cantonese

Knowledge-

• Applied Knowledge of ITIL concepts and best practices beneficial
• Has theoretical understanding of retail / insurance industry
• Has expert practical understanding of supporting complex SAAS applications in a global environment 
• Can participate in technical conversations by drawing upon a practical understanding of hosted web applications, databases (SQL) and browser based user interfaces 
• Good comprehension of web based applications and how they work

Behaviours-

• Actively thinks like a customer with a focus on improving overall customer service and satisfaction 
• Enjoys meeting customers and striving to understand and find solutions to their challenges
• Considers impact on wider business when problem-solving, searching for mutually advantageous solutions
• Builds professional relationships based on trust and professional credibility, fulfilling promises and commitments consistently
• Demonstrates adaptability and resilience in situations of uncertainty, using intuition to compensate when the full picture isn’t available taking smart risks where necessary
• Able to shift gears comfortably in anticipation of change, avoiding complacency, looking for and presenting solutions to build an environment of continuous improvement  
• Takes a pro-active approach to learning, seeking out and experimenting with new ideas and approaches
  
  
  

Attractive remuneration package and excellent career development opportunities will be offered to the right candidates. For Interested parties, please apply with a detailed resume stating present and expected salary by clicking "Apply Now". You are welcome to visit our website at www.adjuno.com.

Personal data collected will be used for recruitment purposes only and kept confidential.