Digital Support Specialist (Remote)

Role Duties and Responsibilities

• Support onboarding of users into applications, including account creation, permissions management, and initial troubleshooting.
• Provide first-line helpdesk support by email, phone, and ticketing systems, escalating issues to product or development teams when required.
• Review and assist in maintaining user documentation for applications, ensuring clarity and accuracy.
• Identify, document, and escalate bugs or recurring issues to the respective product teams.
• Maintain knowledge entries in Information & Knowledge Management (IKM) tools, ensuring lessons learned and troubleshooting procedures are recorded and accessible.
• Monitor application performance and availability using existing tools.