Application Support Consultant

Our client is a worldwide IT Software company focusing on creating and providing automotive software customized for dealership needs. The innovation team is dedicated to creating products and services using the latest technology to ensure our customers' businesses run more effectively and profitably.

This position acts as the main point of contact within the team for both internal and external customers dealing with issues related to Applications, Systems, and Networks. These concerns specifically pertain to IBM System iSeries (AS 400), Parex/ParexPlus, PartsEye, Electronic Parts Catalogue (EPC), Open Pay, any related Windows environments connected to MDS operations, and any upcoming products and services.

• Accurate recording and documenting of incidents and resolutions.
• Prompt and professional phone answering.
• Strong analysis and communication skills for dealing with dealers, clients, and colleagues.
• Timely and accurate resolution of customer problems and questions.
• Involvement in Disaster Recovery planning and testing.
• Clear communication with customers about incident status and progress.
• Troubleshooting various systems and applications.
• Adherence to Service Level Agreements set by Pentana Solutions.
• Creating technical and user documentation, including Knowledge articles.
• Management of backup tapes and the backup process.
• Remote PC support for dealers and customers.
• Assisting colleagues for timely incident resolutions.
• Providing on-the-job training to new team members and mentoring as needed.
• Acting as a liaison between Business Units, Help Desk, and stakeholders.

• Preferable background in the automotive industry.
• Familiarity with Automotive Dealership processes.
• Strong communication skills, both written and spoken, in English and Thai.
• Proficiency in RPG, ILE, CL, SQL, Query, and IBM iSeries.
• Practical experience in Customer Services or Helpdesk roles.
• Technical troubleshooting skills.