What are the responsibilities and job description for the Application Support Specialist position at CALERO?
JOB SUMMARY
Calero, the leading technology expense management solution for complex enterprises, is looking for an Application Support Specialist in our Rochester office. Reporting to the Application Support Manager, you will provide exceptional technical support services to customers, resellers, and channel partners worldwide, resulting in a high level of customer satisfaction. To be successful in this role, you must be very detail oriented and troubleshoot methods and tools to solve technically complex problems.
All applicants must reside in the Rochester area.
This position is subject to a hybrid schedule (2-3 days in the office other days will be work from home). The hours for this role are 9am-6pm EST.
ESSENTIAL JOB RESPONSIBLITIES
- Service inbound and outbound inquiries in an omni-channel service center, ensuring all customer interactions are appropriately classified and documented.
- Duplicate, document, and escalate any support ticket
- Provides moderate-skilled technology support for new log-in creation, account modification, log-in deletions, and password resets. Review and update issues, utilize knowledge bases and wiki pages to support any ticket.
- Complete database restoration, upgrades, and patching.
- Support customers worldwide in a 24/7 environment, as well as provide after-hours support dependent on demand.
EDUCATION/SPECIAL LICENSES OR CERTIFICATION
- Bachelor’s degree in computer science preferred; experience in lieu of education considered
EXPERIENCE
- Knowledge of databases and SQL/Oracle
- 1-3 years customer tech support experience preferred
SKILLS
- Excellent customer service skills
- Attention to detail
- Agility to a fast-paced environment
- Microsoft Office Suite products with proficiency in PowerPoint, Excel, and Word
COMPENTENCIES
- Excellent verbal, written, and non-verbal communication skills
- Lead by example by maintaining strong ethics, values, trust, and integrity
- High emotional intelligence and critical/forward thinking
- Action oriented, results driven, and ensures accountability
- Customer focused
- Quality decision making
- Organizational skills and planning/priority setting
- Excellent ability to work collaboratively and confidently with all levels in the organization
Calero is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.
The hourly wage range for this role is $19.00 - $21.00 per hour. It is important to Calero that potential candidates for this position understand that compensation depends on numerous factors including the geographic location where the role will be performed, skills required, experience, complexity, travel, and market rate. Calero aims to reward performance and attract top talent with competitive, fair pay and benefits. Please note that the top of the salary range represents exceptional, and/or senior-level positions, that meet all required qualifications. Actual offers take candidate’s knowledge, skills, abilities, and experience into account. Base Pay is just one component of the total compensation package for employees. Other rewards vary by position and location.
Salary : $19 - $21
